IT Field Support Technician

Cellular Sales Verizon Authorized Retailer•Rosedale, MD

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 technician resolves user problems presented by the National Operations Center and other internal support teams, providing excellent customer service through multiple support channels. This full-time, non-exempt position is based in a store/retail environment, includes on-call responsibilities, and requires 30–60% travel. Typical workdays are Monday through Friday, but the schedule may also include daytime hours on other days, nights, weekends, rotating or changing shifts, or retail hours.

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.
Excellent organizational skills and ability to work calmly under pressure, multitask, and prioritize.
Excellent interpersonal skills and ability to work independently and as part of a team.
Strong troubleshooting skills.
Ability to perform repetitive hand/eye movements, sit and stand for long periods, lift up to 75 pounds, drive, and work on a 6–15-foot ladder when necessary.

Nice To Haves

Two- 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 proposing 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 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 the Staff Technician.
Communicate potential trends, significant problems, and individual market requests to the team and leadership.
Maintain up-to-date knowledge of company software, hardware, and approved procedures.
Schedule preventative maintenance for the company-owned vehicle.
Escalate issues and schedule vendor services as needed.
Install and troubleshoot WAN/LAN and Cat 6e cabling.
Manage and track stockroom inventory for the designated territory according to team standards.
Maintain expense records and reports for the company-provided procurement card.