Field Support Technician

Job Title

Field Support Technician

Detroit, MI

Contract

• 4-7 years of technical experience in providing quality services to end users.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
• Ability to install software and troubleshoot a wide range of applications.
• Analytical thinking and problem solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for travelling to remote sites or cluster.
• Should be able to lift weight up to 30lbs at waist level.

• Manage the reporting of SLAs, adherence of SLA and contract.
• Manage shift and shift planning including on-call roster.
• Manage resource productivity.
• Enable the team with training and development.
• Ensure security compliance.
• Ensure sufficient inventory level is managed across locations.
• Ensure all service requests and incidents are resolved before agreed service levels.
• Plan and execute any move request or project work.
• Lead the team by providing technical and process assistance.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break fix, desk side support, IMACD s, data migration, refreshes and health checks.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users by visiting their desk location.
• Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support.
• Perform end-user support related security and controls and compliance related tasks.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand‑by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide on-call support if required outside business hours on a rotational basis.