Field Services Technician / Desktop Support
4 days ago
Jacksonville
Job Description JOB DESCRIPTION JOB TITLE: Field Services Technician / Desktop Support LOCATION: Assigned service locations IMMEDIATE SUPVR: Field Services Manager/Service Desk Manager Responsibilities will include, but are not limited to: Inclusive support · Keep up to date on the latest technologies • Providing training and mentoring for new employees, • Generate SOPs to help others identify and resolve events, • Provide availability to Field resources. If a resource is not available, you may be required to visit a customer’s location to backfill during the other technician’s absence Tier 2 support • Hardware Inventory Management, • During peak call volumes, outages, or when requested by Service Desk Management, assist the Service Desk by participating in call or email triage/resolution, • Provide escalation support for the Service Desk, • Call users to provide event resolution and confirmation, • Review ‘aging’ tickets to ensure events are well communicated with end users and expectations are being met, • Identify common issues received and provide enhanced solutions to expedite resolution Field/Onsite support • Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing in person or remote corrective solutions, where applicable., • Communicate accurate and timely status of incidents internally and externally, setting expectations and following through with customers and coworkers., • Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products, including laptops, desktops, mobile phones, tablets and handheld devices, • Regular computer re-imaging inclusive of user data backup and reconfiguration, • Support offices, conference rooms, server rooms, IT equipment closets, and warehouses, • Support mobile devices, • Ship and receive PCs, • Support MS Office and email issues, • Printer Support, • Work with vendors to ensure printers functioning properly, • Support installation of printers on PCs, • Maintain printers thru scheduled maintenance, where applicable, • Accurately document instances of hardware failure, repair, installation, and removal., • Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations. REQUIREMENTS OF THE JOB: Software: · Desktops, laptops, wireless devices, A/V, network printers Education: • High school degree or equivalent required, • A+, Net +, MCP, ITIL v.3, MAC certified technician Other: · Candidate must be a good “organizational fit” with the rest of the EI team. · Strong understanding of Windows Active Directory users and computers. · Strong understanding of Windows permissions. · Excellent communication skills. · Ability to multitask in a fast paced environment. · Must be creative and flexible. · Strong interpersonal skills essential. · Good attendance required. · Ability to effectively build relationships with customers. · Ability to quickly learn to support proprietary client applications · Comfortable performing remote support · Must be aggressive and highly motivated individual who can take initiative and work independently · Excellent written and verbal communication skills · Strong organizational and project management skills and the ability to multi-task · Strong creative and analytical skills · Internet savvy and computer skills · Must know how to manage multiple deadline schedules · Strong attention to details and deadlines. · Good attendance required. Travel: Yes If yes, how often: Travel required between multiple locations as assigned in a specific geographic area by supervisor. On-Call Duty: No If yes, how often: n/a (On-call duty requirements are subject to change.) Physical Requirements: YES If yes, describe: 30 – 100 lbs. (Computer equipment) How often? Frequently Job Status: Full-time/salaried (40 hrs); Core work hours/days: 7am-4pm M-F Company DescriptionAs a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as brilliant “Up and Comers” exhibiting the intellectual aptitude and business acumen of tomorrow’s C-suite. It’s these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.As a decision maker in your organization, ThinkHire understands that the most important and sometimes the heaviest burden you have is creating and developing a leadership team around you to serve as your council, your executive think tank. We understand that you want to reserve those seats for only the most qualified and talented candidates who possess the knowledge, skills and experience you will not find through your Talent Acquisition department or your typical staffing firm. Our robust executive network and database spans across the globe and is comprised of the world’s foremost authorities in their professional field. Many of our candidates already serve as industry leaders in today’s corporate workforce, while we’ve identified others as brilliant “Up and Comers” exhibiting the intellectual aptitude and business acumen of tomorrow’s C-suite. It’s these highly valued and nurtured relationships that set ThinkHire apart from the common staffing firm.