Job Description:

The Field Technician is responsible for onsite service and support needs for our customers. This relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

• Installation of computer and network hardware: Desktops, Laptops, Tablets, Printers, and other network hardware
• Hardware support of computer and network hardware: Desktops, Laptops, Tablets, Printers, and other network hardware
• IT support relating to technical issues involving Microsoft's core operating systems and business applications
• IT support relating to technical issues involving Apple’s core operating systems and business applications
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
• Assist with service desk tickets and provide backup service desk support
• Assist with new client onboarding

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS preferred but not required, preferably in computer science, or a related field.
• 1-2 of IT or related experience.
• A+, Network+, Cisco, Microsoft, and other IT Certifications a plus

Benefits:

· Competitive salary based on experience and qualifications.

· Premier health, vision, and dental benefits

· 401K Retirement Plan

· Mileage Reimbursement

· Full on the job training & support.

· Fun working environment and culture

· Great opportunity for advancement