Field Services Technician

Job Title: Field Services Technician

Location: Corning, NY 14831 (Onsite)

Duration: 12 Months

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.