Systems Field Technician

EO Johnson Business Technologies / Locknet Managed IT•Burnsville, MN

59d•$25 - $28•Onsite

About The Position

Are you a tech-savvy problem solver who enjoys working in a fast-paced environment? If so, we have an exciting opportunity for you! As a Systems Field Technician, you will be at the forefront of providing excellent onsite support and assistance to our valued customers. From deploying hardware to resolving help requests, you will play a crucial role in ensuring our customers have a seamless experience. If you thrive on delivering hands-on solutions and love the thrill of troubleshooting, join our team and let's create exceptional experiences together. JOB SUMMARY The Systems Field Technician role is to accurately and efficiently prepare and deploy customer hardware as well as perform onsite support and assistance for customers both internal and external. This includes receiving, prioritizing, documenting, and actively resolving end user help requests while on site at the customer’s location. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Requirements

College diploma in the field of computer science or 2 years equivalent work experience
Experience with desktop and server operating systems, including Windows 7/8/10, Server 2008-2016 and Microsoft Office
Knowledge of basic computer hardware, including PC’s, printers, laptops, servers
Working knowledge of a range of diagnostic utilities
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Exceptional documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Must have a valid driver’s license
Maintain a good driving record

Nice To Haves

University degree in the field of computer science and 2 years equivalent work experience
Preferred Certifications: Comp-TIA Network+ Comp-TIA A+ CompTIA Security+ CCNA MCSA

Responsibilities

Follows established processes for deploying desktops, laptops, tablets, servers and other hardware that meet EOJ standards for quality and security
Acts as the front-line representative for other Locknet teams to perform hardware installs, troubleshooting, preventative maintenance, or support as necessary
Prioritizes and schedules project-based work, support tickets, alerts, and escalations
Records, tracks, and documents the customer service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Accurately documents client environments including hardware, software, and network configurations in Locknet knowledge bases
Interacts with software and hardware vendors on the client’s behalf to resolve issues or install and updated software
Performs remote support, software installs, or end users’ setups, as required
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identifies and learns appropriate software and hardware used and supported by the organization
Test fixes to ensure problem has been adequately resolved
Performs post-resolution follow-ups to help ensure customer satisfaction
Evaluates documented resolutions and analyze trends for ways to prevent future problems
Assesses hardware, software and network needs to ensure effective and efficient computer operations are achieved
Maintains an up-to-date knowledge of processes, procedures, and best practices in order to help ensure Field Technician processes remain safe, secure and efficient
Performs other duties as assigned