This individual's primary focus is to provide daily support for staff and sales associates' end-user technologies in a local network environment. This person is tasked with working cross-functionally with other teams in the broader ITIL organization to ensure our customers receive the support they need. This can include working with WAN Engineers, Messaging Engineers, Access Teams, Application Development Teams, Facilities Teams, Telecom and various other Business Unit partners to engage the correct resource(s) to resolve an issue or complete a project. This individual will be providing hands-on user support by troubleshooting hardware and software problems for desktop and laptop computers as well as mobile devices. Also, they will be configuring workstations for new users and upgrading existing equipment and software, setting up and maintaining network and telecommunication systems, troubleshooting LAN, server and connectivity issues, utilizing ticketing and hardware asset management systems, re-imaging computers, performing data migrations and restorations, and conducting remote problem solving as needed. This person will be working collaboratively with team members on local and national projects by actively participating in meetings and making contributions to ensure delivery of technology products, programs, services and improvement of Agile Product development.
5+ years of experience as a Field Support Technician.
Proficient Windows and Mac troubleshooting and support.
Mobile device computing skills.
Basic network and hardware troubleshooting experience.
Experience working with processes and procedure.
Good time and task management skills.
Exemplary customer service skills.
Has a reliable vehicle.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.