Responsibilities:
We are seeking a Senior Field Services technician to deliver reliable, on-site IT support
services across client facilities. Field Services technicians will be responsible for Level
2+ support and various IT field service activities to ensure the availability and
operational readiness of client end user and facility production IT devices.
Provide on-site Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group
Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned bySecurity
Experience in supporting end user and IT devices, such as Windows desktops & laptops, Apple devices (i.e. MacBooks, iPads, etc.), Chromebox, Printers, Scanners, etc.
Provide hands and feet support for facility infrastructure (network, systems admin, etc.) and on-site event support (i.e. board meetings)
Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction
Perform equipment setup for Moves/Adds/Changes (MAC)
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories
Conduct weekly inventory audits and submit stock report
Coordinate with vendors for RMAs and troubleshooting of hardware/software issues
Required Skills:
Education: Associate's or Bachelor's degree in IT, Computer Science, or related field and/or equivalent work experience
5+ years experience in IT field services or deskside support
CompTIA A+ certification
Understanding of ITIL framework
Understanding of IT technologies
Experience managing an Infrastructure or customer-facing support (i.e. Desk-side services)
Experience working with technology vendors
Proficient in Microsoft Office tools, including Excel and Powerpoint
Excellent verbal, written and presentation skills
Ability to handle multiple tasks and assignments
Proven ability to thrive in a fast paced, dynamic environment.