Field Support Technician

Pay Range: $20.00hr - $25.00hr Job Overview:
The candidate will provide field support for hardware and software across client environments. Key responsibilities include managing PC hardware, mobile devices, network/desk printers, desk phones, and video conference room equipment. The role requires proficiency in Windows OS, MS Office, O365, and Service Now ticketing systems. Skillset:
Ability to disconnect and reconnect computer workstations, peripherals, and phone equipment. Hands-on experience with imaging and reimaging Windows operating systems for desktops and laptops. Ability to safely move equipment point to point using wheeled carts and vehicles. IMACD (Install, Move, Add, Change, Dispose) and asset inventory experience. Follow ESD safety precautions to avoid electrostatic discharge or equipment damage. Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, and solve common issues.

Ability to use remote desktop connectivity applications. Working knowledge of imaging utilities such as Ghost and SCCM. Delivery and setup of PC equipment to end-users. Use trouble ticketing system to accept assignments, document work events, complete requests, and verify customer satisfaction. Ability to provision and support wireless devices (e.g., Black Berry, Android, and iPhone).

Demonstrated proficiency in Microsoft operating systems and applications.

Demonstrated proficiency for installation and troubleshooting of desktop software. Working knowledge of Microsoft Active Directory and GPO. Strong customer service skills. Strong troubleshooting skills. Significant, demonstrated experience with Microsoft Windows operating systems including Clients (Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98) and 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). Strong client-side remote access troubleshooting skills. Demonstrated strong skills supporting printers in an enterprise environment. Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and Systems Center Configuration Manager (SCCM). Strong proficiency in creating and referencing documentation and knowledge articles using enterprise tools.

Strong software installation and support skills. Disciplined, systematic problem-solving skills required. IMACD Responsibilities:
Troubleshoot and resolve end-user IT issues with PCs (desktops, laptops, tablets), mobile phones, printers, and other IT devices in the user environment. Support Installations, Moves, Adds, Changes, and Disposal (IMACDs) requirements. Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for all EUC equipment, software, and related services at designated sites. Coordinate, plan, and schedule IMACDs with all affected IT functions.

Coordinate internal and external functions and activities to achieve high-quality execution of IMACs, meet service levels, and minimize operational interruption. Recreate and document processes to enable IMAC execution for software and equipment components, obtaining necessary approvals. Obtain and maintain a list of authorized individuals permitted to approve IMAC and Project IMAC service requests. Receive IMACD-related service requests from authorized users and validate requests for correctness and proper authorization.

Communicate with authorized users regarding any issue with an IMACD-related service request to resolve or escalate appropriately. Coordinate and communicate with designated personnel or third parties concerning scheduling and requirements to minimize impact on authorized users. Conduct or confirm site surveys to determine location details and special requirements for IMAC execution. Coordinate physical space requirements determined during site survey reviews.

Confirm that all equipment, software, parts, network, cabling, or other necessary services are available as scheduled. Confirm new and existing equipment and software configurations associated with performing IMACs. Confirm installation and de-installation procedures associated with performing IMACs are valid, including backup, contingency, and test procedures. Schedule and dispatch appropriate technicians and third-party…