IT Field Services Technician

Morgan & Morgan•Detroit, MI

20h•Onsite

About The Position

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People. Job Summary: 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.

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.

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.