Field Technical Support Rep

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Summary:

Researches, designs, develops, operates, and maintains support services for existing and new business applications and/or information systems solutions through the integration of technical and business requirements per standard company IT process methodology (such as ITIL and ITSM).

Includes identification, development, and prioritization of support services according to business criticality. Applications and information systems solutions include both third-party software and internally developed applications and infrastructure. Responsibilities include, but are not limited to:

• Analysis of business requirements
• Configuration of third-party software
• Implementation of infrastructure solutions
• Creation of documentation
• Testing and maintenance of applications
• Support and maintenance of infrastructure and information systems

Works within the Information Technology function, obtaining resources and working in support of objectives and strategies. Participates in architecture reviews to ensure that solutions comply with standards and use approved technologies. Typical customers include company end users and various functional areas such as Supply Chain, Research & Development, Marketing, Finance, and other business units.

Description:

Responsibilities:

• Participates as a member of an IT technical team.
• Performs basic analysis of functional or service requirements using a fundamental understanding of IT business processes or problems.
• Implements end-user or enterprise infrastructure or application services prepared by more senior engineers.
• Applies technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate complexity.
• Resolves technical issues of moderate complexity within a given technical area.
• Partners with team members or other IT teams as appropriate.
• Identifies potential escalations and proactively alerts management.
• Provides solutions to prevent recurring issues, including patch management.
• Reviews, implements, and verifies changes/solutions of medium complexity and risk.
• Ensures configuration management database entries are complete and accurate.
• Provides on-site field support to customers and their suppliers, including installation, servicing, and repairing systems and equipment.
• Escorts client/vendor suppliers as needed.

Technical Support & Troubleshooting:

• Troubleshoots known and unknown hardware issues related to corporate-issued desktops, laptops, mobile devices (phones & tablets), peripherals, and accessories.
• Diagnoses and resolves software issues related to Windows 10/11, Microsoft Office 365, Outlook, Skype for Business, OneDrive, and other corporate applications.
• Manages Microsoft patches, corporate software deployments, and group policies.
• Builds and reimages corporate-issued PCs, performing necessary upgrades as required.
• Diagnoses hardware issues and determines repair, replacement, or upgrade solutions.
• Troubleshoots LAN/WAN issues impacting employee productivity, requiring knowledge of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
• Performs IMACD activities within SLAs, including PC and peripheral add/move/change tasks.
• Provides clear verbal and written communication to end-users regarding technical issues and solutions.
• Documents solutions and incident resolution case notes in assigned reporting systems.
• Audits, maintains, and manages asset management systems for devices.

Inventory & Logistics Support:

• Strong understanding and support of shipping & receiving, inventory, and warehousing practices.
• Assists in loading and unloading shipments.
• Experience in procurement, inventory, and asset management of IT equipment.
• Manages the IT lifecycle effectively.

Physical Requirements:

• Regularly lifts and/or moves up to 39 pounds independently.
• Participates in group lifts for 40+ pounds and/or uses pallet jacks.
• Works with and/or around moving mechanical parts.
• Regularly walks, uses hands and fingers, reaches, stoops, kneels, crouches, climbs stairs, bends, and carries equipment.

Education and Experience Required:

• Bachelor's degree in Management Information Systems, Computer Science, or equivalent experience.
• Minimum of 3 years of related experience, or a Master's degree with up to 2 years of experience.

Knowledge and Skills:

• Strong verbal and written communication skills.
• Experience with infrastructure environments (e.g., operating systems, hardware, data centers, security, networks, voice, end-user, and server web-related applications).
• Experience with business IT applications (e.g., supply chain, customer relationship management, HR, finance).
• Basic skills in scripting and/or programming languages.
• Knowledge and experience with ITIL reference model.
• Strong initiative, problem-solving, priority-setting, and collaboration skills.
• Good organizational and analytical skills.
• Exhibits a high level of initiative and integrity.
• Demonstrates creative ability, credibility, and self-confidence.

Certifications (Preferred):

• Network+
• A+
• Linux+

Work Environment:

• Office environment.
• May require weekend work.
• May require shift work.

Job Types: Full-time, Contract

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person