Field Service Technician | Help Desk Analyst

Location: Trevose

#LI-AM1 #LI-Remote

Essential Functions and Primary Duties

Field Service & On-Site Support

* Travel on-site to customer office locations for equipment setup, troubleshooting, and new customer onboarding (estimated 40-60% travel).

* Troubleshoot or repair customers' onsite hardware such as network equipment, desktop workstations, monitors, telephony devices, and cabling.

* Periodically work with project team to perform IMAC (Install, Move, Add, Change) tasks e.g., rack and stack, access point deployment, or cable runs.

Help Desk & Ticket Management

* Engage customers via phone, email, and self-service portals; create and dispatch trouble tickets in a timely and professional manner.

* Troubleshoot and address first-level support tickets, following up on previously dispatched tickets to ensure first-call resolutions are met.

* Monitor and manage the ticket queue, assuming ownership of assigned tickets and following up through resolution in accordance with SLAs.

* Consistently adhere to defined department policies and procedures for processing, escalating, notifying, and closing tickets.

* Gather sufficient information from customers for proper handoff to other technicians where needed; fully document all information gathered in the ticketing software system.

* Perform ticket updates including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details.

Client Service & Communication

* Deliver excellent customer service, fostering trust and confidence in technical expertise.

* Provide timely technical support to clients with minimal disruption to their daily operations.

* Provide client training on newly implemented systems and technologies.

* Maintain strong and consistent communication with internal staff and customers.

* Schedule ETA commitments in alignment with client preferences, ensuring safe and timely arrival.

Availability & General

* Provide off-hours support for emergency calls as a member of an on-call rotation.

* Assist with process improvements and service delivery on a continuing basis.

* Perform additional tasks and projects as assigned by management.

* Attain relevant certifications (e.g., Microsoft, CCNA, etc) as required.

Preferred Qualifications

* Previous MSP (Managed Service Provider) experience.

* Experience with Microsoft 365, Windows Workstation, and Active Directory.

* Previous help desk experience.

* Strong problem-solving abilities with keen attention to detail.

* Excellent time management and organizational skills to manage multiple tasks efficiently.

* Effective communication skills for both technical and non-technical audiences.

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

* Maintain reliable high-speed internet access for remote work-related tasks.

* Reside within or geographically close to the assigned territory.

* Associate's degree from an accredited college or technical school, OR two or more years of IT and/or field service experience.

* College degree or equivalent acceptable in lieu of field experience.

* Proficient use of applicable technology and ability to follow technical instructions and guidelines.

* Ability to document daily activities and system functions.

* Responsible for maintaining relevant certifications as needed, including but not limited to Microsoft, Citrix, VMware, and Cisco certifications.

* Valid driver's license in state of residence with access to a reliable vehicle capable of transporting equipment.

* Must meet minimum age of 21 to meet company vehicle insurance requirements.

* Ability to lift and/or move up to 100+ lbs of equipment.

* Physically able to engage in extended periods of walking, sitting, standing, bending, squatting, crawling, climbing, and reaching.

* Ability to travel as required by the business and maintain on-call availability.

Minimum Qualifications

* High School Diploma or GED equivalent required

* Proficient use of applicable technology

* Ability to follow technical instructions and guidelines

* Able to work in a team environment

* Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally

* Ability to travel as required by business and on-call availability

* Able to lift up to 50 lbs