Technician.IT Support

INVACARE•Elyria, OH

16d•Onsite

About The Position

This position requires cross-training in both the Service Desk and Field Services areas, with proficiency in both and the flexibility to perform in either role depending on department demands and staffing needs. The role involves providing customer service, troubleshooting technical issues, performing field repairs, managing inventory, and collaborating with various IT teams and vendors.

Requirements

Five to Seven years of experience at a Service Desk, Field Services or in a technical troubleshooting role.
Demonstrated knowledge of Microsoft Operating Systems and software.
Demonstrated knowledge of PC and printer hardware repair.
Strong PC hardware troubleshooting skills.
Ability to perform hardware upgrades and software installation.
Ability to install and perform preventive maintenance on printers and other peripheral equipment.
Ability to work with minimal supervision.
Proficient use of the internet and other resources to research and resolve technical issues and problems.
Strong customer service skills.
Strong organization skills.
Strong technical skills.
Excellent written communication skills.
Excellent oral communication skills.
Off-hours availability is required.

Nice To Haves

Associate Degree in Computer Science, Information Technology or a related business area preferred, or equivalent certificates and licenses.

Responsibilities

Answer calls to the Invacare Service Desk and effectively log these calls into the Incident Management software.
Provide first level and second level support for all calls as needed.
Attempt to resolve all incidents on first call if possible.
Provide customer service in a manner that is consistent with established corporate strategies, remaining calm and reassuring during high volume or system outages.
Collaborate information transfer between Service Desk and Field Services to accurately track and communicate service call status and resolution.
Troubleshoot issues related to desktops, laptops, peripherals, client software and business applications.
Route calls to other Invacare support personnel as needed.
Perform field repairs, moves, replacements, upgrades and modifications to all Invacare supported PC’s, terminals, printers and other end-user equipment.
Process user requests for new PC hardware and software efficiently following established standards and policies.
Coordinate and schedule field service activities such as installs and facility move requests with end users.
Partner with the Client Systems Analyst and Service Engineering teams to develop and maintain PC images for standard clients.
Maintain a service parts inventory to reduce cost and repair lead times.
Configure and install new PC’s, printers and other related equipment.
Perform ad-hoc training to users on equipment and software features.
Involve vendors and third party support personnel as needed to resolve problem issues.
Interface with the business community, Ecommerce and all areas of IT to ensure incidents are communicated clearly, escalated appropriately and resolved in a timely manner.
Notify the Invacare User Community when system outages occur.
Adhere to corporate policies and procedures.
Mentor and train new Service Desk/ Field Services associates.
Provide input and update information/documentation on Service Desk and Field Services policies and procedures.
Participate in projects dealing with Service Desk and Field Services technologies or personal computing hardware and/or software implementations.
Remain current with Service Desk and Field Services industry trends and technologies and make recommendations for their use.
Provide input/advice for service improvements to the service owner, based on the pattern of support requests.
Participate in on call rotation and provide off-hours support as needed.
Complete all required training applicable to assigned position.
Perform additional duties as requested or required.