Field Support Specialist

Field Support SpecialistField SupportUS Exempt RegularFull timeStateside Exempt 1.2

Field Support Specialist

IT Operations

Exempt Regular 1.2

Location: Adelphi, MD

The Field Support Specialist is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will work alongside the team lead to coordinate support and upgrades to ensure each location has the appropriate technology and resources. The Field Support Specialist will report directly to the Senior Manager of Operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.

Duties and Responsibilities:

• Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP's).

• Setup and support video and audio-conferencing hardware.

• Lead network equipment installations and site transitions.

• Ensure proper documentation and use of the ticketing system.

• Manage and provide technical support for events and open houses.

• Provide internal consulting, technical guidance, information, and support to application developers and computer operations.

• Research, evaluate, and recommend new computers, network equipment, and technologies. Analyze current products and recommend changes/upgrades to senior management.

• Manage and track assets at satellite offices.

• Assume complete ownership of customer's issues until resolved.

• Collaborate with other technical staff and management in the testing of new software, computer systems, and network technologies.

• Keep peers and managers informed of significant problems and unexpected delays.

Skills:

• Excellent customer service, interpersonal skills, time management, and problem-solving skills.

• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate

• Mac OS X and Windows troubleshooting and configuration skills

• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)

• Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.

• A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)

• Experience working in a high-paced service desk/help desk environment

• Experience with asset management and project management

• Willingness and ability to be on-site daily and to travel to remote sites to provide IT support

• Clean driving record and personal vehicle

Education & Experience Requirements :

Experience:

• 3+ years of in Information Systems in the area of managed specialty (infrastructure, applications, operations, development)

• 1+ years of field support experience

Preferred Experience Requirements :

Education:

• Bachelor's degree

All submissions should include a cover letter and resume.