Field Support Technician

Cynet Systems•Pleasant Prairie, WI

About The Position

The Field Support Technician will be responsible for providing hardware and software support to end-users. This role involves installing, moving, adding, changing, and disposing of IT equipment, as well as troubleshooting a wide range of technical issues. The technician will utilize a ticketing system to manage requests and ensure customer satisfaction. This position requires strong technical skills, problem-solving abilities, and excellent customer service.

Requirements

Minimum 3 years of relevant experience.
Hardware support experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, and Desk Phones.
Experience with Video Conference Rooms Devices (Audio & Video).
Proficiency with Windows OS, MS Office, and O365.
Experience using ServiceNow ticketing system (IM, SRM, AMDB, CMDB, Knowledge Management).
Hands-on experience with imaging and reimaging Windows Operating systems for Desktops and Laptops.
Working knowledge of imaging utilities such as Ghost and SCCM.
Demonstrated proficiency in Microsoft OS and Microsoft applications.
Demonstrated proficiency for installation and troubleshooting of desktop software.
Working knowledge of Microsoft Active Directory and GPO.
Significant experience with Microsoft Windows operating systems including Windows 10, 7, Vista, XP, and 2000.
Experience with Server environments including 2012, 2008 r2, 2008, 2003, and 2000.
Functionally capable with Apple OS X.
Advanced troubleshooting skills with hard drive encryption software.
Advanced level skills in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook configuration issues with Exchange).
Strong client-side remote access troubleshooting skills.
Demonstrated skills supporting printers in an enterprise environment.
Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM).
Strong software installation and support skills.
Disciplined, systematic problem solving skills.
Strong verbal and written communication skills.
Strong customer service skills.
Ability to communicate effectively with stakeholders.

Nice To Haves

A+ Hardware Certification.
Microsoft Certification.
ITIL Certification.
CCNA Certification.
Experience with Mac OS.

Responsibilities

Disconnect and reconnect computer workstations, peripherals, and phone equipment.
Safely move equipment point to point using wheeled carts and vehicles.
Perform IMACD (Install, Move, Add, Change, Dispose) and Asset Inventory tasks.
Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
Use remote desktop connectivity applications to solve common issues.
Deliver and setup PC equipment for end-users.
Use trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
Provision and support wireless devices including Android and iPhone.
Troubleshoot and resolve end-user IT issues for PCs, mobile phones, printers, and other IT devices.
Coordinate, plan, and schedule IMACDs with all affected IT functions.
Document processes to enable IMAC execution for software and equipment components.
Validate IMAC requests for correctness and proper authorization.
Communication with authorized users regarding issues with service requests.
Conduct site surveys to determine location requirements for equipment moves.
Confirm all equipment, software, parts, and cabling are available for scheduled IMAC dates.
Schedule and dispatch appropriate technicians or third-party vendors to locations.
Cancel network transport services that are no longer required after completing disposal tasks.