Service Technician I

Dedicated Computing LLC•Waukesha, WI

About The Position

The Service Department supports our customers when there are problems with fielded units after shipment, including providing technical support, root cause analysis, repairs and timely returns to the customer. The Service Technician I is responsible for diagnosing and repairing defective computer systems, working many and varying in parallel, as returned from the customer in a timely and high-quality manner while accurately researching, transacting, and documenting repairs within Arena PLM and Syteline ERP.

Requirements

Minimum of 1 year experience with operating systems, computer hardware or related technology
Ability to read and comprehend instructions and procedures
Ability to multi-task 5-10 concurrent repairs in an error free manner and within the expected timeframe
Ability to communicate and interact effectively with team members and other departments
Ability and willingness to work overtime hours as required
Ability to effectively communicate instructions to assist in the training of other associates
Ability to consistently maintain a clean and organized work area
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Nice To Haves

Knowledge of various Linux/Unix environments
Interest in advancement and progressive development of technical skills
Ability to problem-solve and multi-task in a fast-paced team environment
Be willing to travel to perform field service repairs (< 5%)

Responsibilities

Assess incoming systems to verify and document customer reported problems
Troubleshoot complex hardware, software and design issues
Perform diagnostic testing, repair and replacement of computer hardware as necessary
Perform modifications and/or upgrades on computer system hardware as required
Re-load and or re-install the operating system when necessary, including imaging
Research systems, part compatibility, and specifications within Arena and Syteline
Accurately follow detailed instructions and procedures
Accurately multi-task and manage 5-10 repairs concurrently without errors
Accurately use the service management module within the Syteline ERP system to identify work, update work statuses, classify reasons and resolutions, enter notes and time for billing purposes, and transact parts and labor as appropriate for repairs.
Establish root cause of failures including interfacing with Quality and/or Engineering departments for complex or repeated failures
Communicate effectively with other technicians, service leaders, and technical support representatives including proactively communicating status and any unforeseen problems or delays
Recommend improvements and/or improve repair procedures and documentation
Work with fellow associates to research problems and find solutions
Train other service department personnel