IT Field Support Technician

Cellular Sales Verizon Authorized Retailer•South Portland, ME

6d•$23 - $33•Onsite

About The Position

The IT Field Support Technician works under the general supervision of the IT Field Support Manager and provides primary support for hardware and software solutions deployed in retail locations. The role resolves user problems referred by the National Operations Center and other internal support teams, while providing excellent customer service through all support channels. This is a full-time, non-exempt position in a store/retail environment, with 30–60% travel and on-call responsibilities. Work is typically Monday through Friday but may include daytime hours outside those days, nights, weekends, rotating or changing shifts, and retail schedules or hours. The position has no supervisory responsibilities.

Requirements

High school diploma.
At least 3 years of verifiable technology support experience.
Valid U.S. driver's license and a clean driving history for the past 3 years.
Ability to deal with stress and changing priorities.
Strong organizational skills, including the ability to work calmly under pressure, multitask, and prioritize.
Strong interpersonal skills and the ability to work independently and as part of a team.
Strong troubleshooting skills.

Nice To Haves

Two-year or four-year degree.
Industry certifications.
Understanding of ITIL.

Responsibilities

Answer, evaluate, and prioritize service requests received through the company ticketing system, telephone, email, and in person.
Assist with identifying problems and potential resolutions.
Coordinate with end users on behalf of other departments; analyze customer needs and follow approved processes and documentation to meet service levels.
Track issues in the company-approved ticketing system and maintain historical records and related problem documentation.
Work with PMO, Asset Management, and other departments to update and maintain hardware and software standards.
Collaborate with team members and subject-matter experts to resolve complex problems, and escalate issues requiring further technical assistance to a Staff Technician.
Communicate potential trends, significant problems, and individual market requests to the team and leadership.
Maintain current knowledge of company software, hardware, and documented procedures.
Schedule preventative maintenance for the company-owned vehicle.
Escalate and schedule vendor services as needed.
Install and troubleshoot WAN/LAN and Cat 6e cabling.
Manage and track inventory stockrooms for the designated territory according to team standards.
Maintain expense records and reports for the company-provided procurement card.