IT Field Support Technician

Cellular Sales Verizon Authorized Retailer•Richmond, VA

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 various retail locations. The technician resolves user problems raised 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 role in a store/retail environment. The position includes on-call responsibilities, typically Monday through Friday, with work also potentially scheduled during daytime hours on other days, at night, on weekends, or according to changing shifts or retail hours. Travel is 30–60%.

Requirements

High school diploma.
At least 3 years of verifiable technology support experience.
Ability to deal with stress and changing priorities.
Excellent organizational skills, including the ability to work calmly under pressure, multitask, and prioritize.
Excellent interpersonal skills and the ability to work independently and as part of a team.
Strong troubleshooting skills.
Valid U.S. driver's license and a clean driving history for the past 3 years.
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-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 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 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 additional technical assistance to the Staff Technician.
Communicate potential trends, significant problems, and individual market requests to the team and leadership.
Maintain current knowledge of company software, hardware, and approved 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 stockroom inventory for the designated territory according to team standards.
Maintain expense records and reports for the company-provided procurement card.