Field Services Technician I

Job Summary

The Field Services Technician I on our Field Services team reports directly to the Field Services Manager providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. Field Services Technician I resolves common operating problems working under close personal supervision and is provided with detailed written or oral guidance as documented in KBAs or standard documentation provided by TSS both before and during assignments.

As instructed, this worker may serve as an assistant operator working under close supervision or performing a portion of a more senior operator's work.

• Technicians shall make a reasonable effort to verify that non-standard hardware and software are in working order.

• Provide break-fix incident support and service request fulfillment on-site.

• Device support for break-fix, and new provisioning of, services for: desktop, laptop, tablet, virtual machine, mobile device, smart phone, collaboration equipment, etc.

• Install and uninstall software, hardware, computers, and peripherals-specific to break-fix.

• Remain interface for the user throughout the Exemption process. Exemption requests shall be approved prior to the Subcontractor performing work on the device.

• Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., delivery of parts is delayed, other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,) communicate with the user and establish a new date.

• Communicate with the user frequently with status updates. Exceptions would be for future scheduled events such as conference support or a loaner laptop reservation.

• Document services via the IT service ticketing system provided with KBA attachments, steps taken to resolution, client correspondence and resolutions of services provided.

• Maintenance of an inclusive knowledge base of common resolution techniques for client operating systems.

• Always maintain a professional and courteous demeanor providing timely, respectful, and thorough customer service. Communicate with the most appropriate method to team members and clients.

• Perform Return-to-Service (RTS) activities.

• Record, assign, and track through completion all End-User exemption requests to standard configurations.

• Endpoint responsibilities include Imagining and re-imagining new and existing computers, and organizational computer refreshes and replacements.

• Manager provides general supervision, monitors service ticket status, performance reviews, and coaching.

• Partner with other areas within client property management systems to update asset tracking.

• Coordinate with other in-scope functions of this statement of work and IT Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed so technicians can perform their work.

• Participate in root cause analysis with Clients IT Tier 3 teams.

• During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing. This means ensuring Microsoft Office products and other standard applications are functioning.

• When working on a computer, ensure that it has the standard configuration (i.e., Enterprise domain join, Security software functional, Network connection, etc.)

• Tickets and resolutions are reviewed by mentor and/or Technical Lead daily and weekly, as needed.

• Basic hardware troubleshooting and problem-solving skills.

• Excellent customer service skills.

• Experience with Microsoft Windows operating systems and products.

• High School Diploma or equivalent and at least 1 year of Technical Support experience.

• Knowledge and ability to utilize computers and related technology efficiently.

• Basic iOS/Android support.

• CompTIA A+ Certification.

• Linux platforms.

• Tier 1 Apple certifications.

Physical, mental and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA's), work reference materials, troubleshooting guides; hearing sufficient to conduct in person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone;

emotional ability to work respectfully and professionally with team mates and customers in a fast paced and at times stressful situations; physical agility to push/pull, squat, twist, turn, bend, stoop to reach overhead; physical mobility sufficient to move about the work environment (office, district) and drive an automobile; physical strength sufficient to lift 40 pounds; physical stamina sufficient to sit for…