Field User Support Specialist

Description

Lockstep Technology Group is a leading IT solutions provider focused on digital transformation, cloud architecture, security & emerging solutions. Our mission is to empower Technology teams to be strategic enablers in their organizations. We eliminate the distractions and complexity of infrastructure, security, and access. We believe today’s technology leaders are co‑creators of tomorrow’s strategies, in a world that requires technology to optimize outcomes while evolving in real-time through the adoption of new tools.

Lockstep fosters innovation by also empowering employees in an environment where the core values of honesty, commitment, trust, and respect create a high‑performing, cohesive team.

The goal of a Field User Support Specialist is to provide timely technical assistance to computer users. The specialist is a patient listener and clear communicator who can convey assurance to a client in a difficult situation. The specialist holds an essential role in sustaining our company's high standards and excellent reputation by providing our clients with a phenomenal support experience.

In this role, you will serve our clients as the initial point of contact, using active listening and asking targeted questions to effectively understand their needs and ensure the support team has the relevant information to take action and resolve the issue. Understanding the applicable client SLA (Service Level Agreement) and effectively communicating ETR (Estimated Time of Resolution) is essential in setting realistic expectations and achieving client satisfaction.

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan
• Short-term/long-term disability and life insurance
• Flexible PTO
• 8 company-paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

• Resolve technical issues for users via telephone, electronically, or in-person.
• Pre-process service requests as they arrive via phone, manual entry, or direct client input.
• Enter all work items as service requests in the ticketing system.
• Answer user questions regarding computer hardware and software, printing, scanning, email, operating systems, and connectivity.
• Use the ticketing system to record all technical issues, remedial actions, installation activities, and solutions.
• Follow documented procedures in the technical knowledge base.
• Perform remote troubleshooting through pertinent questions and diagnostic techniques.
• Follow design or installation specifications to install and perform repairs to hardware, software, or peripheral equipment.
• Set up equipment for user needs, performing or ensuring proper installation of cabling, operating systems, or appropriate software.
• Work towards resolution per the applied SLA within the budgeted timeframe and skillset.
• Escalate advanced or unresolved tickets to the next level of support personnel or vendors.
• Contribute to knowledge base training materials and procedures.
• Follow up with clients to ensure their systems are fully functional.
• Other tasks as assigned by the supervisor.

Key Technical

Skills:

• Remote Troubleshooting – the skill to recognize the cause of a problem.
• Technical Aptitude – a good understanding of computer operating systems, applications, peripheral devices (printers, scanners, etc.), mobile devices, and other technology.
• Competent Typing Skills – the ability to listen and type quickly, using concise, clear language with polite and professional grammar.

• Technical capability.
• Excellent verbal and written communication.
• Client focus.
• Thorough.
• Eager to learn and adaptable.
• Self‑motivated.
• Integrate well with Client Support Team.

• High School Diploma or GED.
• At least two years of relevant experience.

• Associate’s or technical degree in an IT discipline.
• CompTIA A+.

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