Field Office Technician

asmexternalcareersite; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

ASM Research is seeking an IT Support Specialist to install, diagnose, and repair basic hardware and software for end users. You will provide customer-facing support, answer inquiries, and document actions taken to resolve issues.

Responsibilities include setting up equipment, following installation specs, escalating complex problems, and collaborating with teammates to improve processes and user satisfaction.

Qualifications

• Requires strong written and verbal communication skills.
• Knowledge of common hardware and software products.
• Proficient with personal computers and peripherals.
• Keeps up to date with technical advances relevant to IT support.
• Understands customer service processes and quality standards.
• Able to learn how systems should operate and adapt to changes.

Responsibilities

• Installs, changes, and repairs basic hardware and software under supervision.
• Answers inquiries about system operation and provides user assistance.
• Diagnoses problems and recommends or performs remedial actions.
• Sets up equipment and ensures proper installation of cables and OS.
• Escalates unresolved issues to the next level when needed.
• Maintains records of actions and collaborates with team to improve processes.

Skills

Strong communication

Hardware knowledge

Software knowledge

PC and peripherals

Up-to-date technically

Customer service principles

Problem solving

Education

High School Diploma; technical or trade school training a plus

Job description

Installs, changes, and repairs basic problems of personal computer hardware and software systems, and provides technical assistance to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.

• Installs and performs minor or basic repairs to hardware, software, or peripheral equipment, following design or installation specifications and solutions documentation.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities and ensures timely resolution of issues. Escalates unresolved or more complex issues to next level.
• Provides support to end users on a variety of routine issues. Responds to telephone calls, email and personnel requests for technical support.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures under the direct supervision of the computer support supervisor.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Refers major hardware or software problems or defective products to vendors, technicians, or next tier for service.
• Collaborates with team members to resolve information technology issues and implement process improvements.

Minimum Qualifications

• High School Diploma; technical or trade school training a plus
• 0-2 years of technical support experience

Other Job Specific Skills

• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.
• Knowledge of assigned hardware and/or software products required.
• Requires working knowledge of personal computers and peripherals.
• Stays up to date technically and applies new knowledge to job.
• Ability to learn how systems should work and how changes in conditions, operations, and the environment may affect outcomes.
• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Actively looks for ways to help people in the most efficient manner.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.