SENIOR FIELD SERVICES ENGINEER

Developmental Disabilities Institute (DDI)•Town of Smithtown, NY

10h•$55,000 - $60,000•Hybrid

About The Position

This role is all about being the helpful guide and hands-on expert for people navigating their daily technology as well as being a role model and leader for a team of field engineers. You'll be on both the front lines and behind the scenes, acting as the go-to technology problem-solver and enabler, so others can stay productive and focused on their work. You'll use your experience with help desk systems to track and resolve issues reported by employees, making sure their requests are handled efficiently from start to finish. You'll get hands-on with all sorts of equipment – from package deployments, setting up new laptops and mobile phones to fixing printers and troubleshooting software glitches. Sometimes you'll guide someone over the phone, other times you'll be on-site across Long Island, installing equipment or resolving issues in person. Beyond fixing things, you'll also be helping people help themselves by creating easy-to-understand guides and sometimes providing basic training. You'll tap into your knowledge of networking, account systems, and various hardware brands to diagnose problems effectively and keep the lights on, technically speaking. This position requires you to be organized, able to juggle different tasks independently, and communicate clearly, whether you're explaining a solution or documenting your work. You'll play a part in maintaining system security and keeping up with new technology to ensure you can always provide the best support. While you'll handle many issues yourself, you'll also know when to reach out to colleagues or vendors for complex challenges. Being part of an on-call rotation means you'll occasionally provide support outside standard hours, ensuring people always have the tech assistance they need. Essentially, you're a crucial part of the team that keeps everyone connected, operational, and less stressed about technology, allowing the whole organization to function smoothly.

Requirements

Associates degree with a minimum of 3 years of post-education IT work experience mandatory.
3 years’ experience that includes multi-site infrastructure architectures, operational support, hands-on implementation and configuration of diverse network devices.
3 years’ experience in end-user support and/or help desk with experience in call tracking/ticket management systems and asset inventories.
Comprehensive knowledge of deployment, monitoring, and security management of corporate mobile devices via centralized MDM platforms.
Intermediate knowledge of security appliances, firewalls, wireless & MPLS, routing protocols and networking including TCP/IP and Wireless.
Intermediate knowledge of Azure applications and account administration.
Basic configuration knowledge of HP, Dell and Aruba products.
Working knowledge of desktop and printing hardware and software.
Well-organized with the ability to multi-task and work with minimal supervision.
Strong verbal and written communication skills.
Must have a current, valid, NYS drivers’ license and travel to various locations throughout Long Island.
Must possess average dexterity to effectively work with standard office equipment.
Must be able to maneuver and position oneself to install, remove and inspect various equipment at different heights.
Must be able to lift, move and transport varying IT equipment, up to 50+ pounds

Responsibilities

Lead and assist with all levels of hardware/software configuration, deployment, troubleshooting, and lifecycle maintenance for desktops, laptops, mobile devices, and peripherals.
Perform timely recognition, isolation, troubleshooting, resolution of all technical issues and follow-up of submitted help desk tickets. Include detailed documentation of support provided.
Perform upgrades, routine maintenance and troubleshooting of varying hardware and software at all locations both onsite and remotely.
Provide rapid, high-quality onsite, telephone, email, and remote technical support for enterprise hardware, software, and critical networking equipment including but not limited to routers, switches, wireless controllers, access points, telephone system.
Installation, configuration and repair of desktop and network printers, desktop computers & laptops and peripherals at all locations.
Intermediate administration of asset Inventory, Azure, Adobe, Zoom and other applications
Recognize and escalate difficult technical issues within the organization or to external vendors.
Work with support and/or product development personnel to troubleshoot and work around product issues.
Formulate clear Knowledge Base (KB) articles, instructional materials, and updated help desk documentation to support continuous user training initiatives.
Responsible for adhering to company established security procedures and assisting with security-related updates and/or patches.
Proactively stay up to date with all the latest technologies.
On-call rotation required.
Performs other job-related duties as required.