Field Services Representative

Provide exceptional service to customers Respond promptly to emergency outages Maintain a schedule for onsite customer appointments within a 24-48 hour SLA Configure, install, and support laptops, desktops, monitors, keyboards, printers, and other hardware Support Windows, Mac OS, and potentially Linux systems Manage help desk tickets and update escalation tickets Maintain equipment inventory and notify stakeholders when supplies need replenishment Prepare new and reclaimed equipment for deployment using system imaging tools Manage accounts and equipment for new-hire and termination processes Coordinate warranty support with vendors including Dell, Cisco, Aruba/HP, and CDW Provide end-user training on relevant IT topics Troubleshoot LAN and WiFi connectivity issues involving TCP/IP, DHCP, and DNS Support VoIP phone systems and the LiveOps call center chat system Administer accounts in Office 365, Exchange, SharePoint Online, Dropbox for Business, and other cloud services Support locally installed applications including Microsoft Office, Adobe applications, Evernote, and MindJet MindManager Provide required support for network devices Administer office security-system accounts, access codes, and fobs Address end-user and network escalations Coordinate client activities such as move-in, conferences, and special events Monitor, investigate, and retire equipment alarms Assist with customer installation activities Uphold Boldyn policies and end-user agreements Generate reports and complete documentation and administrative duties Attend required training events Requirements Skillset equivalent to a Help Desk Level II technician 1 to 3 years of Windows and/or Mac OS hardware and software support experience 1 to 3 years of help desk experience in a medium to large-scale environment Microsoft Office support, including Outlook/Exchange and SharePoint Online Experience with Google G-Suite, Zoom, Schoology, and similar tools Ability to document and adhere to established technical procedures and best practices Experience managing workload with a ticketing system, including service orders and account information gathering ServiceNow experience preferred Remote desktop support experience Understanding of Active Directory user accounts, security groups, and file share permissions Understanding of system virtualization and reducing hardware footprint Basic network troubleshooting and connectivity support Foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections MCP, CCT, A+, Net+, or ACTC certification preferred Associate degree in Information Technology or a closely related field preferred Streaming, video conferencing, and audio-video support experience Understanding and familiarity with VoIP technologies Must have and maintain a valid driver’s license Must pass a criminal background check Ability to lift up to 75 lbs Availability during weekends, holidays, or outside typical business hours for outages or scheduled maintenance Occasional travel to Austin, TX, other campuses, and training or project locations Core Competencies Demonstrates expertise in providing technical support for Windows and Mac OS systems, managing help desk operations, and troubleshooting network connectivity issues. Proficient in utilizing ticketing systems and cloud services while ensuring exceptional customer service and adherence to technical procedures. Highest-signal resume keywords Help Desk Level II Support Windows And Mac OS Support Ticketing System Management Network Troubleshooting Microsoft Office Support ATS Optimization Keywords Hard Skills Help Desk Support Windows Support Mac OS Support Network Troubleshooting TCP/IP VoIP Technologies System Imaging Active Directory Remote Desktop Support Cloud Services Administration Soft Skills Customer Service Documentation Problem Solving Communication Time Management Certifications & Qualifications MCP CCT A+ Net+ ACT Industry Keywords Help Desk Technical Support IT Support Hardware Configuration Software Installation Equipment Inventory Emergency Outages Client Coordination End-User Training Service Level Agreement Tools & Technologies ServiceNow Office 365 SharePoint Online Google G-Suite Zoom LiveOps Adobe Applications Evernote MindJet MindManager Cisco #J-18808-Ljbffr