Field Support Technician

Job Title

Job Overview:

Pay Range: $20.00hr - $25.00hr

Requirement/Must Have:

• Minimum 3 years of relevant experience.
• Hardware support experience with PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, and Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency with Windows OS, MS Office, and O365.
• Experience using ServiceNow ticketing system (IM, SRM, AMDB, CMDB, Knowledge Management).
• Hands on experience with imaging and reimaging Windows Operating systems for Desktops and Laptops.
• Working knowledge of imaging utilities such as Ghost and SCCM.
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency for installation and troubleshooting of desktop software.
• Working knowledge of Microsoft Active Directory and GPO.
• Significant experience with Microsoft Windows operating systems including Windows 10, 7, Vista, XP, and 2000.
• Experience with Server environments including 2012, 2008 r2, 2008, 2003, and 2000.
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook configuration issues with Exchange).
• Strong client-side remote access troubleshooting skills.
• Demonstrated skills supporting printers in an enterprise environment.
• Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM).
• Strong software installation and support skills.
• Disciplined, systematic problem solving skills.

Responsibilities:

• Disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Safely move equipment point to point using wheeled carts and vehicles.
• Perform IMACD (Install, Move, Add, Change, Dispose) and Asset Inventory tasks.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Use remote desktop connectivity applications to solve common issues.
• Deliver and setup PC equipment for end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
• Provision and support wireless devices including Android and iPhone.
• Troubleshoot and resolve end-user IT issues for PCs, mobile phones, printers, and other IT devices.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Document processes to enable IMAC execution for software and equipment components.
• Validate IMAC requests for correctness and proper authorization.
• Communication with authorized users regarding issues with service requests.
• Conduct site surveys to determine location requirements for equipment moves.
• Confirm all equipment, software, parts, and cabling are available for scheduled IMAC dates.
• Schedule and dispatch appropriate technicians or third-party vendors to locations.
• Cancel network transport services that are no longer required after completing disposal tasks.

Nice to Have:

• A+ Hardware Certification.
• Microsoft Certification.
• ITIL Certification.
• CCNA Certification.
• Experience with Mac OS.

Skills:

• Hardware Support.
• Windows OS.
• MS Office.
• O365.
• ServiceNow.
• Imaging/Reimaging.
• SCCM.
• Active Directory.
• GPO.
• Troubleshooting.
• Customer Service.
• IMACD.
• Asset Inventory.
• Mobile Device Support.

Qualification And Education:

• Strong verbal and written communication skills.
• Strong customer service skills.
• Ability to communicate effectively with stakeholders.

Physical Requirements(Due to nature of job, The candidate must have):

• Ability to move, lift, and carry 50 lbs or more.
• Ability to move equipment using wheeled carts and vehicles.