Field Services Representative

About the Role

We wear your colors! Field Service Representative Radford, VA. 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‑oriented Field Service Representative who touches the lives of students by providing IT infrastructure that meets the needs of today’s technology‑savvy generation. You’ll be a full‑time worker on the campuses of Eastern Tennessee University (ETSU) and Radford and will also support Emory & Henry for the next5 months.

• Provide exceptional service to customers and respond to emergency outages promptly.
• Maintain your own schedule for onsite customer appointments within a 24‑48 hour SLA.
• Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers.
• Support systems running Windows, MacOS, and potentially Linux.
• Manage tickets using the help desk ticket queue, track and update escalation tickets.
• Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies.
• Prepare new or reclaimed equipment for deployment using system imaging tools.
• Manage accounts and equipment for new‑hire/termination processes.
• Work with vendors on 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 for LAN and Wi‑Fi, including TCP/IP, DHCP, and DNS.
• Support 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) and Dropbox for Business.
• Provide support for locally installed applications such as MS Office, Adobe, Evernote, Mind Jet Mind Manager, and others.
• Provide necessary level support of network devices and administer access codes and fobs in an office security system.
• Address end‑user and network escalations, coordinate client activities such as move‑in, conferences, and special events.
• Monitor, investigate, and retire equipment alarms.
• Assist with customer install activities as needed.
• Ensure Boldyn’s policies and end‑user agreement are upheld in each region.
• Generate reports as required and attend training events as scheduled.
• Complete other documentation and administrative duties as requested.

• Help Desk Level
  
  II technician equivalent skillset.
• 1–3 years of Windows and/or MacOS hardware and software support.
• 1–3 years of help‑desk experience in a medium to large‑scale environment.
• Microsoft Office support, including Outlook/Exchange and SharePoint Online, Google G‑Suite, Zoom, Schoology, and other applications.
• 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 desktop support.
• Understanding of Active Directory user accounts, security groups, and file‑share permissions.
• Understanding of system virtualization and reducing hardware footprint.
• Basic network troubleshooting and connectivity support, including TCP/IP, VoIP, LAN, and Wi‑Fi.
• MCP, CCT, A+, Net+, or ACTC certification (preferred).
• Associate degree in Information Technology or a closely related field.
• Experience with streaming, video conferencing, and audio‑video support.
• Understanding and familiarity with VoIP technologies.

• Approachability and a strong commitment to customer service.
• Action orientation, self‑motivation, and efficiency.
• Self‑starter who seeks out problems and solutions independently.
• Technical acumen; recognized as a technology generalist.
• Personal learning; enjoys reading technical publications, blogs, and journals.

Use hands to type, use power tools, stand, walk, reach with arms and hands, and review client sites. May need to step over, climb, or balance around obstacles, twist, stoop, kneel, crouch, or crawl. Equipment can be heavy and may need to lift up to 75lbs.…