IT Field Technician

Location:

Nebraska Remote, United States of America Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Nebraska, Remote

As an IT Field Technician for the Government Programs team located in Nebraska, you will be part of a team responsible for a complete range of hosted services provided to the State of Nebraska.

The tasks this position supports are highly essential for continuity of operations, overall performance, and execution of Support and Maintenance activities. Your responsibilities will be to service all DMV offices’ Thales hardware and software solutions within the state of Nebraska. You are expected to maintain maximum solution availability as well as positive local customer relationships across the State as first point of contact.

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

• You will be responsible for all remote and on-site preventative and restorative maintenance across Georgia
• You will travel to customer locations within prescribed time to troubleshoot, repair, and/or elevate issues
• You will lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.
• You will manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict.
• You will have intermediate to advanced knowledge of ticket-based tracking system.
• You will use CRM software to consistently and accurately track tickets.
• You will have intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.
• You will have knowledge of concepts around hosted solutions.
• You will have knowledge of Windows applications as well as PC reimaging experience.
• You will perform hardware maintenance.
• You will quickly troubleshoot problems and elevate when necessary to deliver solutions that satisfy customer or internal requirements.
• You will learn and understand technical products and solutions and can disassemble certain products for parts replacement.
• You will manage and deliver SLA commitments and expectations to customers.
• You will work with operations engineers, sales and system administrator.
• You will identify and mitigate risks that may have potential impact to all services delivered.
• You will perform predictive and preventive maintenance testing on a timely basis.
• You will react quickly and appropriately to incidents such as equipment failures.
• You will use routine software applications such as MS Word, MS Excel, and MS Outlook to produce reports and graphs as required.
• You will be responsible for managing / maintaining inventory of consumables including paper and toner products.
• You will oversee a wide-range of activities in separate environments including production and UAT including, but not limited to deployment, testing, and basic training.

• 1 or more years of experience in a customer-facing role.
• 1 or more years of experience in the IT industry.
• 1 or more years of experience with Windows 10 OS, PC re-imaging.
• 1 or more years of experience with PC and laptop hardware.
• Demonstrable experience with independent customer relationship management, customer service, and satisfaction.
• Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations.
• Must have…