Field Support Tech

Job Overview

• Troubleshoot and resolve issues that result from employee laptop/desktop computers and peripherals.
• Ensure customer issues/tickets are resolved in a timely manner – Ticket System:
  Service Now.
• Assist end users with packaged software and basic support of critical applications.
• Software installations and license tracking and support.
• Provide hardware support to end users (laptop, desktop, related accessories, printers, copiers, telephones, etc.) and collaborate with Corporate IT on hardware purchasing and asset management.
• Provide more advanced infrastructure support to devices resident at the location that are not supported by the Client infrastructure outsourcing partner.
• Acquire and maintain a basic understanding of the location LAN setup/topology to troubleshoot network issues.
• Provide onsite basic support to the Client infrastructure outsourcing partner regarding server and network infrastructure at the site.
• Maintain current knowledge of relevant product offerings and support policies to deliver accurate technical solutions.
• Deliver high‑quality customer service, applying technical expertise and timeliness.
• Resolve problems with patience and effective problem‑management techniques.
• Explain technical issues in layman’s terms so customers can understand.

• Easy‑going and laid back.
• Adaptable to schedule changes and able to go with the flow.
• Eager to learn.
• Willing to be available for after‑hours emergencies despite a standard 8‑5 schedule.
• Comfortable working in a steel manufacturing environment that is dirty, loud, and hot.
• Customer‑service minded; help‑desk experience is a plus.
• Ready to jump on a task and meet with internal clients in person ("get out of the chair and fix the problem").
• Strong problem‑solving skills and a drive to find answers.

• Basic knowledge of computer functions and support – basic troubleshooting skills.
• Windows 10 and Office 365 proficiency on desktops.
• Experience assisting with mainframe issues—mostly implementations.
• Experience assessing Service Now tickets and escalating appropriate tickets to the Network Infrastructure Team (Cisco apps, core issues, AD issues beyond password changes). Willingness to own the ticket even after escalation.
• VMware experience for a server environment (20‑25 servers) – a plus but not required.

• Desktop Support:
  • Troubleshoot and resolve laptop/desktop and peripheral issues.
  • Handle software installations and license tracking.
  • Assist users with packaged software and critical applications.
• Technical:
  • Support infrastructure devices at the location not covered by the outsourcing partner.
  • Maintain knowledge of the LAN setup to troubleshoot network issues.
• Customer Service:
  • Deliver timely, high‑quality support.
  • Use patience and problem‑management techniques to resolve issues.
  • Communicate technical details in clear, layman terms.

• 3 years of desktop support experience.
• Experience working in an industrial environment.
• Proficiency with Microsoft OS and regular packaged software.
• Essential networking and server support skills.

• Associate’s Degree in Computer Science or Management.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.