Technical Field Operations Technician

We are seeking a skilled IT Field Support Specialist to join our team, providing exceptional on-site support in fast-paced tech offices. This role supports a globally recognized leader, and we are looking for a stellar representative to deliver above-and-beyond service to our client.

Responsibilities

• Provide White-Glove concierge-level customer experience supporting internal employees face-to-face, via chat, and over the phone
• Schedule and communicate travel to regional offices to provide in-person support regularly
• Constantly update users on the status of their incidents, requests, or problems
• Educate users on basic functions and new technologies to streamline their workflow
• Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
• Support users on applications and tools within the environment, including Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc.), Mac and Windows OS
• Provide walkup/desktop support during normal business hours, Monday to Friday from 8 am to 5 pm
• Maintain local inventory to ensure replacement equipment is always on hand
• Support IT escalations impacting the site
• Provide conference room support and maintenance
• Coordinate closely with the Office Manager to determine the best course of action when issues arise
• Support Local Wallboard maintenance

Skills

• Strong Windows 7/Windows 10 Enterprise Environment, Mac OS X El Capitan, Sierra, and Catalina
• Excellent multi-tasking and time management skills and ability to thrive in a fast-paced, high-pressure environment
• Flexibility and resilience, adaptable to a high-change environment, and open to new concepts and/or processes
• Ability to follow proper escalation paths
• Inviting personality, friendly, and sociable
• Ability to take notes and record all interactions and steps taken with users
• Ability to keep work area clean and organized
• Working knowledge of Active Directory and basic AD administration