Field Service Technician

Service Technician

The Service Technician will perform system imaging, installation, and configuration of OEM operating systems, along with computer hardware troubleshooting, data erasure, and repair. This role involves inventory lifecycle processing, maintaining order processing software knowledge, and establishing effective working relationships for timely task completion. The technician will also resolve hardware issues for desktops, laptops, and tablets, order and return defective parts, apply images to new equipment, and communicate resolutions to end users and other technicians. This position is required to reside in the Amarillo, TX or Lubbock, TX area to support business needs as determined by SHI management.

Role Description

• Perform system imaging, including the installation and configuration of OEM operating systems, ensuring that all software and drivers are correctly installed and optimized for performance
• Computer hardware troubleshooting, data erasure, and repair (including but not limited to memory, hard drives, and NICs)
• Perform inventory lifecycle processing including receiving, quarantine of assets as required, staging for data erasure, system processing for completed devices, picking, and shipping
• Maintain knowledge of order processing software (i.e. PackShip, AX, etc.)
• Establish and maintain effective working relationships to complete accurate and timely delivery of each assigned task
• Troubleshoot, diagnose, develop and execute documented depot services as required
• Resolve hardware issues for desktops, laptops, and tablets within required service level
• Order and return defective PC parts to OEM as needed to meet required SLA's
• Applying image to new equipment and/or install software and other applications as needed
• Communicate resolutions to end users and other technicians

Behaviors and Competencies

• Teamwork: Can understand the importance of teamwork and is developing the ability to contribute effectively to team efforts.
• Self-Motivation: Can demonstrate a willingness to take on tasks and responsibilities independently when assigned.
• Initiative: Can demonstrate a willingness to take on new tasks and responsibilities when assigned.
• Time Management: Can understand the importance of time management and strives to prioritize tasks to meet deadlines.
• Critical Thinking: Can understand and identify the strengths and weaknesses of an argument.
• Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.
• Technical Expertise: Can understand the basic concepts in a technical area and seeks guidance when applying them.
• Willingness to Learn: Can demonstrate interest in learning new things and seeks opportunities for personal and professional development.
• Technical Troubleshooting: Can demonstrate a willingness to identify and address simple technical problems when they occur.
• Organization: Can maintain a clean and organized workspace and follow simple organizational systems when assigned.
• Multi-Tasking: Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.
• Customer Service: Can provide responsive and courteous assistance to customers.

Skill Level Requirements

• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting. - Basic
• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently. - Basic
• Proficient in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic
• Ability to read and interpret technical instructions/manuals, troubleshooting guides, and manufacturer specifications - Basic
• Understanding of operating systems, boot processes and troubleshooting (Dell, Apple, HP, Lenovo, Cisco, etc...) - Basic

Other Requirements

• Completed Associate's Degree in computer science, IT, or a related field; certificate of completion from an accredited trade school in a related field; or relevant work experience required
• Experience with installing, configuring, and troubleshooting IT Hardware
• Experience in a similar role at a VAR or IT Services organization preferred
• Experience with shipping software such as UPS, FedEx, DHL, etc.
• Warranty Repair Certifications with an OEM (Apple, Dell, HP, Lenovo) preferred
• Ability to move or lift up to 50 lbs
• Willingness to obtain one of the following certifications within first 6 months of SHI employment:
• Preferred:
• Microsoft MCSE/MCSP
• CompTIA A+
• Vendor Certs:
• HP
• Dell
• Lenovo
• Apple

The estimated annual pay range for this position is $45,000 - $65,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status