IT Field Support Technician

About the position

The IT Field Support Technician works under the general supervision of the IT Field Support Manager, providing primary support for hardware and software solutions deployed in various retail locations. The technician is responsible for resolving user problems presented from the National Operations Center or any other internal support teams while delivering excellent customer service across all support channels.

Responsibilities

• Answers, evaluates, and prioritizes service requests received through the company's ticketing system, telephone, email, and in-person.
• Assists with identifying problems and providing potential resolutions.
• Coordinates with end users on behalf of other departments.
• Analyzes customer needs and follows approved processes and documentation to meet expected service levels.
• Tracks issues using the company-approved ticketing system.
• Maintains historical records and related problem documentation.
• Works alongside PMO, Asset Management, or other departments to update and maintain hardware and software standards.
• Brainstorms with team members and SMEs to resolve more complex problems.
• Escalates issues to Staff Technician that require further technical assistance.
• Regularly communicates with team and leadership about potential trends, significant problems, and individual market requests.
• Maintains up-to-date knowledge of company software, hardware, and approved documented procedures.
• Schedules preventative maintenance on company-owned vehicles.
• Escalates and schedules vendor services as necessary.
• Installs and troubleshoots WAN/LAN, Cat 6e cabling.
• Manages and tracks inventory stockroom(s) for designated territory according to team standards.
• Responsible for expense records and reports for company-provided procurement card.

Requirements

• High School diploma.
• Minimum 3 years verifiable technology support experience.
• Ability to deal with stress and changing priorities.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
• Excellent interpersonal skills with the ability to work both independently and as part of a team.
• Strong troubleshooting skills.
• Must possess a valid US driver's license with a clean driving history for the past 2 years.

Nice-to-haves

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

Benefits

• $23-$31 an hour.