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16Feb2017

Field Support Technician

jmsjobs JMS Technical Solutions

The Talent Source

Desktop/Tech Support: II (Intermediate)
Description:
Provide knowledgeable PC software, hardware, and network connectivity troubleshooting. Diagnose and resolve these issues for corporate employees and sales associates.  Installation, configuration and onsite support of PC software, hardware, and network devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

•    Installs, configures and troubleshoots Windows operating systems and applications
•    Installs, configures and troubleshoots proprietary application software
•    Installs, configures and troubleshoots PC hardware and other approved peripherals
•    Configures and troubleshoots network printing on client computers
•    Configures mobile email clients (IOS, Android and other mobile mail clients)
•    Perform installs, moves, add, changes and decommission of computer equipment
•    Update asset tracking inventory in accordance with work instructions
•    Provides remote support for internal and external customers using Landesk or Team Viewer
•    Provides phone support in a professional and courteous manner
•    Provides support services for conference and training rooms, including first level AV support
•    Completes assigned tickets in timely manner within the agreed SLAs
•    Ensures customer satisfaction with every interaction
•    Keeps customer informed of issues and provides status updates in ticket tracking system
•    Escalates issues as necessary to other groups within the IT organization
•    Assists Network Engineers in debugging network and application issues as required
•    Provisions workstations using Landesk for computer deployments
•    Performs special projects as requested by supervisor
•    Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws
•    Ensures compliance with all company policies and procedures, including safety rules and regulations
•    Other duties as assigned

ESSENTIAL COMPETENCIES

Teamwork

•    Offers help to accomplish tasks or objectives outside one’s area of primary responsibility
•    Brings problems to the attention of senior Team members and/or Management when unable to offer personal assistance
•    Treats customers (internal and external), colleagues, subordinates and superiors with respect
•    Graciously accepts help from others
•    Participates in developing team goals
•    Shows trust and respect for all members of the team

Communication

•    Communicates with customers (internal and external), peers, subordinates and superiors with a positive
and professional attitude
•    Communicates all the information necessary for someone to understand any given situation and confirms
understanding from the individual(s) being given the information
•    Offers to conduct research to obtain missing information when necessary or appropriate
•    Listens and observes attentively, allowing an exchange of information. Anticipates questions
•    Seeks to understand differing viewpoints or opposing views
•    Is candid and honest in expressing thoughts and ideas, while remaining sensitive to others
•    Writes clearly and concisely, with an appropriate awareness of the intended audience
•    Considers lead time when generating written and verbal communication
•    Proactive Problem Solving
•    Takes full ownership and responsibility for problems, as an individual and as a part of the team
•    Gathers all the facts before acting on, or recommending a solution
•    Follows a consistent logical series of steps and documents, in writing, whenever deviating from known policies
and procedures
•    Obtains any required approvals for any deviations. Approvals are in writing or at least noted when
written authorization is not possible
•    Communicates with everyone affected by the problem through each step of the resolution
•    Actively participates in solutions
•    Anticipates changes that need to be made to the system
•    Takes initiative to recommend/implement preventative measures

Error-free Work through Continuous Improvement and Attention to Detail

•    Uses originality, imagination and inventiveness to generate new ideas, alternatives and solutions
•    Develops new or improved methods or systems, continually seeking improvement. Is open to change
•    Combines elements of existing methods and practices with new techniques
•    Uses techniques such as brainstorming to bring ideas and solutions into being
•    Understands details sufficiently to know which steps of a process can be altered and which are
necessary for the overall success of the process

Decision Making

•    Uses sound logical judgment to choose an appropriate course of action
•    Takes decisive action and seeks assistance of others in decision-making, as appropriate
•    Has the flexibility to change direction when facts so warrant
•    Accepts both the positive and negative consequences of decisions
•    Evaluates risks, consequences and interests of those affected by decisions

Follow Through and Commitment

•    Considers the ramifications of any actions taken on other areas and/or people
•    Documents steps that were taken, reasons for decisions and obtained approval(s), etc.
•    Ensures everyone affected by the problem is fully informed through each step of the resolution process
•    Continues follow-up as necessary until problem is resolved or project is over
•    Delivers on promises of service at agreed upon time
•    Confirms the customers’ expectations and desired results prior to the delivery of the service (in writing when
appropriate)
•    Manages expectations throughout the process by keeping the customer informed regarding status and timing
•    Notifies customers and supervisor or manager as soon as a commitment may be missed

Work Ethic

•    Manages their role and responsibilities with professionalism
•    Goes above and beyond, takes the initiative to assist others without being asked
•    Appropriately prioritizes multiple responsibilities and manages tight deadlines
•    Anticipate change in technology, environments and system needs

QUALIFICATIONS

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.

•    Basic understanding of networking and TCP protocol
•    Ability to install & troubleshoot operating system software
•    Ability to install hardware, peripherals and resolve hardware conflicts
•    Ability to work independently
•    Organized and dependable
•    Ability to handle multiple priorities and possess a high degree of flexibility
•    Ability to take initiative and work well under pressure
•    Good communication skills and team player attitude essential
•    Good interpersonal and communication skills
•    Good Time Management skills
•    Good problem solving skills
•    Good judgment, analytical and creative problem solving skills

EDUCATION and/or EXPERIENCE

Required:
•    Windows (installation and troubleshooting)
•    Microsoft Office (installation and troubleshooting)
•    2 years desktop and Internet access support experience
•    Experience configuring mobile email clients
•    Deskside and Remote support experience

Preferred:
•    3+ years desktop support experience
•    Experience with MAC OS
•    MCSA and/or CNA, or 2 years’ experience as technical support person in a network environment
•    4 Year degree
•    Windows MCP or 2 years equivalent experience
•    Skilled in all Microsoft Office products
•    Experience with HTML, Flash, and other web technologies
•    Experience with Microsoft SharePoint (1 Year)
•    Experience with Commercial and proprietary company software
•    Basic network administration and troubleshooting knowledge
•    Experience installing and interconnecting network equipment (Switches, Routers, Firewalls)

CERTIFICATES, LICENSES, REGISTRATIONS

•    MCSA or MCSE, A+, or equivalent work experience

LANGUAGE SKILLS

•    Ability to read and comprehend instructions, short correspondence, and memos
•    Ability to write technical correspondence, as well as explain technical issues to a non-technical audience
•    Ability to effectively present information in one-on-one and small group situations to customers, clients, and other
employees of the organization

PHYSICAL DEMANDS:

•    Ability to lift computers, printers, and monitors up to 50 lbs
•    Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components
•    Ability to get to branch offices by individual’s own means of transportation and a valid driver’s license while carrying tools\equipment and spare parts
•    Overtime and travel may be required

WORK ENVIRONMENT

The noise level in the work environment is usually quiet

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Field Support Technician – Level 2 – All of the requirements for a Field Support Technician – Level 1
plus, the following;

ESSENTIAL DUTIES AND RESPONSIBILITIES – Other duties as assigned

•    Complete onsite and remote technical support for internal and external customers
•    Local travel is required as this position is based in the field
•    May be required to travel overnight

Communication:
•    Delivers clear and well organized presentations

QUALIFICATIONS
•    Strong communication skills and team player attitude essential
•    Strong interpersonal and communication skills
•    Strong Time Management skills
•    Strong problem solving skills

EDUCATION and/or EXPERIENCE

Required:
•    3 years desktop and Internet access support experience

Preferred:
•    5+ years  desktop support experience
•    MCSE and/or CNE, or 3 years’ experience as technical support person in a network environment.
•    Strong skilled in all Microsoft Office products.
•    Experience with Microsoft SharePoint (2 Year).
•    Strong network administration knowledge; good server administration knowledge.
•    Str
Job Posting Start Date:   02/14/2017
Job Posting End Date:   08/14/2017
Business Unit:   Corporate IT
Site:   CRP OH Cincinnati

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  • 16 Feb, 2017
  • Chelsea Robinson
  • 0 Comments

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