Field Service Representative

We wear your colors!

Field Service Representative Harrisonburg, VA

About the role:

Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We’re on the lookout for a knowledgeable and customer-orientated Field Service Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.

We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

You’ll be a full-time worker on the campus of James Madison University.

This position supports a client site subject to International Traffic in Arms Regulations (ITAR). In order to access controlled technical data and systems, candidates must be able to comply with ITAR requirements. As defined by ITAR, this requires U.S. person status (U.S. citizen, U.S. national, lawful permanent resident or asylee/refugee) from the U.S. government.

What you’ll be doing :

Providing exceptional service to customers

Responding to emergency outages promptly

Maintaining own schedule for onsite customer appointments within 24-48 hour SLAConfigure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers

Support systems running Windows, Mac OS, and potentially Linux Manage tickets using the help desk ticket queue

Tracking and updating escalation tickets

Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies

Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools

Manage accounts and equipment for new-hire/termination processes

Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others

Provide end-user training sessions on relevant IT topics

Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNSSupport administration of VoIP phone systems and Live Ops call center chat system

Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), Drop Box for Business, and others

Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, Mind Jet Mind Manager, and others

Provide necessary level support of network devices

Support and administer accounts (access codes and fobs) in an office security system

Address end-user and network escalations

Coordinate client activities (e.g. move-in, conferences, and special events)
Monitoring, investigating, and retiring equipment alarms

Assist with customer install activities as needed

Seeing that Boldyn’s policies and end-user agreement are upheld in your perspective region

Generating reports as required

Attending training events as required

Other documentation and administrative duties as requested

What you’ll bring:

Position requires skillset equivalent to a Help Desk Level II technician1 to 3 years Windows and/or Mac OS hardware and software support.
1 to 3 years of help desk experience in a medium to large scale environment.

Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others.

Documenting and adhering to established technical procedures and best practices.

Experience managing workload with a ticketing system, including service orders and account information gathering. Service Now experience preferred.

Remote…