IT Desktop Field Services Technician
About The Position
This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbent must be flexible with scheduling and willing to work nights and weekends. Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. This position supports a 7x24 environment and participates in weekend and after hours on-call rotation.
Requirements
- Mid-level support position for problem resolution and providing technical recommendations for more complex problems.
- Familiarity with specific IT technical policies.
- Ability to document in detail the request and incident resolution and track hours worked in the help desk ticketing system.
- Ability to provide the customer with status updates.
- Must balance technical knowledge and skill with a high level of customer service objectives.
- Must be flexible with scheduling and willing to work nights and weekends.
- Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors.
- Within defined procedures and practices, determines appropriate action.
Nice To Haves
- Experience with Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
Responsibilities
- Providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users.
- Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use.
- Develops and conducts tests of hardware and software and reports on configurations and behavior.
- Develops and provides technical documentation and training.
- Assesses needs and recommends hardware and software acquisitions and upgrades.
- Participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
- Responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies.
- Responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
- Provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers.
- Document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates.
- Balance technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote and onsite customer support.
- Exercise sound judgment and prioritization and reorganization of customer requests.
- Supports a 7x24 environment and participates in weekend and after hours on-call rotation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
