Field Services Technician

Summary The Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure, both in-person and remotely from a facility in Client, NY. Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.

Duration: 12 months, possibility of extension
Pay: $21 hourly

Job Description:
Summary

• The Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure, both in-person and remotely from a facility in Client, NY.
• The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 11 and MS Office Suites (365).
• Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
• Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.
• The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
• This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.
• Take ownership of follow-up status and communicate progress regularly to both their customers and leadership (when requested).
• Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.

Required Education/Experience

• Associate’s Degree (preferred), HS Diploma or GED minimum required
• 1+ year Hardware Experience (beyond imaging/deployment)
• 1+ year Customer Service / In-Person Support Experience
• Technical Focus
• Customer Engagement

Preferred Certifications

• CompTIA IT Fundamentals
• CompTIA A+
• CompTIA Cloud+
• CompTIA Mobility+
• CompTIA Network+
• CompTIA Server+

Daily Tasks Include (but are not limited to)

• Active Directory Administration
• Limited support for corporate mobile devices
• Familiarity with cloud applications (OneDrive, SharePoint, Office 365, etc.)
• Troubleshooting Cisco VPN connectivity
• Familiarity supporting Citrix connectivity
• Remediating Symantec Endpoint Protection
• Dameware/LogMeIn remote connection/utilization
• MECM Deployment server utilization
• Asset management skills
• Microsoft Edge and various browser support
• Installation/configuration of various Adobe products
• Installation/configuration of Check Point endpoint client software
• Conference room equipment
• Printer/driver troubleshooting and installation
• ServiceNow utilization
• Cisco WebEx service support
• Deployment/configuration of standard IP telephony
• Hardware ordering/deployment
• Documentation (records) management
• Knowledge base utilization
• Project interaction
• Customer scheduling/follow-ups
• End-user equipment moves (disconnect/reconnect)
• Multi-team interaction and/or technical roundtable participation
• Standard device imaging via USB/PXE server(s)
• Smart-Hands tasks/functions outside of standard operational work
• Must be able to lift equipment up to 40 pounds, as required.