Field Service Technician

Field Service Technician

Responsibilities:

* Provide phone and in-person technical support for users, addressing issues related to Win
11, O365 applications, desktops, laptops and Mobile devices.

* Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.

* Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.

* Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.

* Experience with network monitoring tools such as Solarwinds.

* Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions.

* Document support requests and resolutions using Service Now.

* Install, configure, and troubleshoot Microsoft Win
11 systems, Samsung phones,

Apple iphones, ipads, Office 365 applications and client specific software.

* Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (Air Watch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.

* Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions.

* Participate in after-hours P1 and P2 support as needed.

* Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.

* Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.

* Software distribution and installation.

* Maintain IT asset management, tracking, and inventory control.

* Technicians may be required to work out of their personal vehicles. In this instance they are required to keep accurate records for mileage re-imbursement. Technicians must also keep their vehicle properly maintained which includes cleanliness and regular maintenance. Technicians are also required to maintain a clean motor vehicle record.

Qualifications:

* US citizen or Lawful Permanent Resident.

* 2 year AA/AAS degree or equivalent.

* 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.

* Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.

* Strong knowledge of Microsoft O365 applications and client-specific software.

* Familiarity with Active Directory, PXE imaging, Workstation Windows
11.

* Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.

* Basic understanding of network protocols, including TCP/IP and wireless connections.

* Audio/Visual (A/V) support experience a plus.

* Excellent communication skills, both written and verbal.

* Ability to work independently and as part of a team.

* Strong analytical problem-solving skills and attention to detail.

Physical Requirements:

* Must be able to lift up to 40lbs.

* Must be able to stand or walk for extended periods of time.

* Must be able to walk up and down stairs or ramps.

* Must be able to kneel and work under desks or in confined spaces.

Soft Skills:

* Dependability and proactive work ethic.

* Ability to work with strong personalities and meet customer expectations.

* Coachable and responsive to feedback from leadership.

* Team player with a positive attitude

#LI-JM1

* Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.

* Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.

* Must possess exceptional written and verbal communication skills (in English).

* Ability to quickly learn and acquire expertise in client's custom applications.

* Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.

* Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

* Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.

* Team player who is invested in and strives to maximize team/department performance.