IT Field Technician

Pomeroy Technologies•Hunt Valley, MD

About The Position

Provides on-site field support to customers, including installing, servicing, and repairing systems and equipment. Answers customer questions, resolves issues, and refers other issues or questions to the appropriate personnel, service area, or manager for follow-up, testing, and troubleshooting. Helps instruct customers in the operation and maintenance of systems and equipment and serves as a liaison with customers on administrative and technical matters for assigned projects. Analyzes system problem trends and issues and prepares reports. Assists with applying engineering principles and practices related to system design, process flow, or discrete modeling. Interacts with client engineers to gather information about design changes and requirements for the overall solution design. Helps translate engineering designs into software designs and develop test plans to verify the logic of new or modified technical programs. Tests final products and works with client engineers to confirm that products perform as planned. Also assists in designing basic technical programs for projects or enhancements to existing programs.

Requirements

High school diploma or G.E.D.
Two or more years of field support experience.
Experience working with the company's hardware, software, and equipment products.
Experience working with customer technology and support requirements.
Experience working with process and/or system design concepts.
Experience working with appropriate programming languages, operating systems, and software.
Experience working with engineering principles and practices.
Interpersonal skills to work with customers and other unit personnel.
Analytical and problem-solving skills.
Communication skills.
Time-management and organizational skills.
Ability to resolve non-complex hardware and equipment problems.
Willingness to travel.

Responsibilities

Provide on-site field support to customers, including installation, servicing, and repair of systems and equipment.
Answer customer questions, resolve issues, and refer other issues or questions to appropriate personnel for follow-up, testing, and troubleshooting.
Help customers learn to operate and maintain systems and equipment.
Act as a liaison with customers on administrative and technical matters for assigned projects.
Analyze system problem trends and issues and prepare reports.
Assist in applying engineering principles and practices to system design, process flow, or discrete modeling.
Gather information from client engineers about design changes and requirements for solution design.
Help translate engineering designs into software designs and develop test plans to verify new or modified programs.
Test final products and work with client engineers to confirm that products perform as planned.
Assist in designing basic technical programs for projects or enhancements to existing programs.