Field Support Technician

Pay Range: $22.00hr - $27.00hr


Job Overview:


The organization is seeking a Field Support Technician with a minimum of 3 years of relevant experience to provide hardware, software, and IT infrastructure support. Key qualifications include certifications such as A+ Hardware, Microsoft, ITIL, or CCNA. The successful candidate will support PCs, tablets, printers, smartphones, desk phones, and video conference room devices using tools such as Windows OS, MS Office, O365, Mac OS, and ServiceNow.


Skillset:

• Ability to disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Hands-on experience with imaging and reimaging Windows Operating Systems for desktops and laptops.
• Safely move equipment point to point using wheeled carts and vehicles.
• Experience with IMACD and asset inventory.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, as well as solve common issues.
• Ability to use remote desktop connectivity applications.
• Working knowledge of imaging utilities such as Ghost and SCCM.
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction.
• Ability to provision and support wireless devices (e.g., BlackBerry, Android, and iPhone).
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency in the installation of desktop software and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant, demonstrated experience with Microsoft Windows operating systems (Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98; Servers: 2012, 2008 r2, 2008, 2003, 2000).
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook configuration issues with Exchange.
• Strong client-side remote access troubleshooting skills.
• Demonstrated strong 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 proficiency in creating and referencing documentation and knowledge articles.
• Strong software installation and support skills.
• Disciplined, systematic problem-solving skills.

IMACD Responsibilities:

• Troubleshoot and resolve end-user IT issues with PCs (desktops, laptops, tablets), mobile phones, printers, and other IT devices in the user environment.
• Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
• Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate all internal and external functions and activities to achieve high-quality execution of IMACs, meet service levels, and minimize operational interruption or business disturbance.
• Recreate and document the processes to enable IMAC execution for software and equipment components.
• Obtain a list of individuals authorized to approve IMAC and project IMAC service requests.
• Receive IMACD-related service requests from authorized users and validate the request for correctness and proper authorization.
• Communicate with authorized users if issues arise with an IMACD-related service request and attempt to resolve or escalate appropriately.
• Coordinate and communicate with designated personnel or third parties concerning scheduling and requirements to minimize impact on users.
• Conduct or confirm site surveys to determine the location(s) of the IMAC and any special requirements.
• Coordinate physical space requirements as determined during site survey reviews.
• Confirm that all equipment, software, parts, network, cabling, or other services necessary to execute the IMAC are available as scheduled.
• Confirm the new and existing configurations of equipment and software associated with performing the IMAC.
• Confirm that installation and de-installation procedures associated with the IMAC are valid, including backup, contingency, and test procedures.
• Schedule and dispatch appropriate technicians and vendors to the IMAC location.
• Provide high-quality service to engage end-users and strengthen relationships.
• Cancel network transport services that are no longer required after completing the IMACD.

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

• Ability to lift, move, and carry up to 50 lbs of weight.
• Ability to safely move equipment point to point using wheeled carts and vehicles.