About the position
The IT Field Services Technician will be responsible for delivering white-glove support to employees in their office/region and across the firm’s 6000+ employees nationwide. This role includes providing both in-person and remote support as well as maintaining, installing, and configuring all IT hardware within their assigned region. Additionally, the Technician will ensure that all IT-managed spaces, including conference rooms, printer stations, and IT storage areas, are organized, secure, and well-maintained. As the person responsible for one or more office sites, be aware and familiar with other systems and company groups to resolve or escalate office related issues. This role also requires travel within the assigned region and, when necessary, to other firm locations to provide on-site support. The Technician will act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations as needed.
Responsibilities
- Provide friendly, professional on-site support to users in their assigned region(s).
- Create, monitor, track, schedule, update, and close tickets within SLA.
- Act as a Tier 3 level agent responding to and resolving tickets escalated from the Service Delivery teams.
- Proactive support of IT related projects, including coordination of all local technology solutions as the SME and the IT point of contact.
- Collaborate with vendors to resolve issues as necessary.
- Maintain, organize, and order stock of IT hardware within their region.
- Establish and build relationships with local leadership and staff and seek solutions to improve their daily workflow.
- Ensure proper cable management and organization of IT-managed spaces, including conference rooms, printer stations, and IT storage areas.
- Regularly inspect and maintain the physical appearance of IT workspaces to ensure a neat, professional, and secure environment.
- Implement and enforce best practices for IT equipment storage, labeling, and organization.
- Ensure IT closets and storage areas are well-kept, accessible, and securely managed.
- Travel within the assigned region and to other firm locations as needed to provide on-site support.
- Act as smart hands on-site for other IT towers and initiatives, assisting with deployments, troubleshooting, and implementations.
Requirements
- 2+ years of experience in an IT Service Desk or Field Services role.
- Experience in Office 365 and Active Directory Services.
- Basic understanding of networking and wiring configurations.
- Ability to assist others with complex issues in a professional manner.
- Strong ability to manage and prioritize incidents, requests, and tasks.
- Strong problem analysis and problem-solving skills.
- Excellent written and verbal communication skills.
- Highly resourceful, well-organized, dependable, efficient, and detail oriented.
- Strong desire to learn and grow both IT and office support skills to deliver high quality results for our clients and partners.
- Commitment to maintaining a professional and orderly IT work environment, ensuring IT-managed spaces are neat, secure, and well-maintained.
Nice-to-haves
- Preferred experience working with Freshservice, Salesforce, and Microsoft Office 365.
Benefits
- Medical and dental insurance
- 401(k) plan
- Paid time off
- Paid holidays
