Field Support Technician

IT Support Technician

Pay Range: $19.00hr - $24.00hr

• Relevant
  
  Experience:
  
  3+ years minimum.
• Certification: A+ Hardware required.
• Microsoft, ITIL, and CCNA certifications preferred.
• Hardware Support experience: PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones.
• Experience with Video Conference Rooms Devices (Audio & Video).
• Proficiency with Tools:
  Windows OS, MS Office, O365.
• Mac OS experience preferred.
• Ticketing System experience:
  Service Now (IM, SRM, AMDB, CMDB, Knowledge Management).
• Hands on experience with Imaging and reimaging Windows Operating system for Desktop and Laptops.
• Working knowledge of imaging utilities such as Ghost, SCCM, etc.
• Demonstrated proficiency in Microsoft OS and Microsoft applications.
• Demonstrated proficiency for installation of desktop software and troubleshooting.
• Working knowledge of Microsoft Active Directory and GPO.
• Significant, demonstrated experience with Microsoft Windows operating systems (Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98).
• Experience with Servers: 2012, 2008 r2, 2008, 2003, 2000.
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite:
  Word, Excel, PowerPoint, Outlook configuration issues with Exchange.
• Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Strong software installation and support skills.
• Disciplined, systematic problem solving skills required.

• Disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Safely move equipment point to point using wheeled carts and vehicles.
• Manage IMACD (Install, Move, Add, Change, Dispose) and Asset Inventory tasks.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
• Use remote desktop connectivity applications to solve common issues.
• Deliver and setup PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Provision and support wireless devices including Android and iPhone.
• Provide strong client-side remote access troubleshooting.
• Support printers in an enterprise environment.
• Create and reference documentation and knowledge articles using organization tools.
• Troubleshoot and resolve end user IT issues in PCs, mobile phones, printers, and other IT devices.
• Provide or oversee all installations, de-installations, cascades, and moves for all EUC equipment and software.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate internal and external functions to achieve high-quality execution of IMACs and minimize operational interruption.
• Document processes to enable IMAC execution for each software and equipment component.
• Receive IMACD related service requests from authorized users and validate for correctness.
• Communication with authorized users regarding issues with service requests and escalate appropriately.
• Conduct site surveys to determine location requirements for IMAC tasks.
• Confirm all equipment, software, parts, and cabling are available for scheduled IMAC dates.
• Schedule and dispatch appropriate technicians to the IMAC location.
• Cancel network transport services that are no longer required after completing IMACD tasks.

• Microsoft certification.
• ITIL certification.
• CCNA certification.
• Mac OS proficiency.

• Windows OS Imaging.
• Hardware Troubleshooting.
• Service Now.
• Active Directory.
• GPO.
• SCCM.
• Microsoft Office 365.
• Mobile Device Support.
• Printer Support.
• Customer Service.
• IMACD.
• Asset Management.

• Strong verbal and written communication skills.
• Strong customer service skills.
• Strong troubleshooting skills.

• Ability to move, lift, and carry 50 lbs of weight or more.
• Ability to move equipment using wheeled carts.