IT Field Technician

Overview

The IT Field Technician position is responsible for hands-on and on-site tasks involving the deployment of computer hardware, peripherals, and other computing devices. The IT Field Technician will troubleshoot problems, advise on the appropriate action, and respond to user requests in a timely manner. This position will be responsible for maintaining customers' hardware and software.

• Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software.
• Respond to service requests in a timely manner, keep the customer fully updated, and ensure service call completions are documented accurately with comprehensive details and appropriate parts/equipment usage accounted for.
• Diagnose and troubleshoot malfunctions of computer or network devices, equipment, and systems at client locations related to user error, faulty hardware, or software/server/network issues.
• Analyze service request data for trends and recommend process improvements for the ticketing system.
• Document pertinent user identification information (name, department, contact information, nature of problem, computer name, resolution, etc.).
• Attend team Level 10 meetings and monthly meetings with administration.
• Use documentation, peers, and other resources to resolve issues on initial contact.
• Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
• Actively monitor and report compliance with customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

• Maintain working components through repair or replacement.
• Ability to assist customers and staff with hardware and software challenges.
• Excellent customer service and interpersonal skills, including the ability to deal calmly, positively and professionally in tense or elevated situations.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Great attention to detail, organizational skills and ability to prioritize and manage multiple simultaneous tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.
• Must have a valid driver’s license and a dependable vehicle.

• Able to bend, crawl, stoop and sit.
• Able to lift and move 50 pounds of weight.
• Outdoor service work 10-40% of the time.
• Occasional ladder climbing and work on elevated equipment.
• Local travel or travel to assigned region/site 75-100% of the time.
• Limited overnight travel.

• High school diploma or equivalent.
• 2+ years of related experience.
• 1+ year of experience in field service.