Field Service Representative I

baicommunications; United States; On-site; USD 45,000 - 65,000; Full time

Job summary

baicommunications is seeking a Field Service Representative to join the James Madison University campus in Harrisonburg, VA. This full-time role focuses on delivering IT infrastructure support, responding to outages, and configuring hardware for Windows, Mac OS, and Linux environments.

You will manage tickets, maintain inventory, and coordinate with vendors while providing end-user training and ensuring 24–48 hour service levels. ITAR requires US person status for access to controlled data.

Qualifications

• Requires Help Desk Level II-equivalent skillset.
• Experience supporting Windows and Mac OS in medium to large environments.
• Familiarity with ticketing systems (ServiceNow preferred).
• Knowledge of AD user accounts, security groups, and file share permissions.
• Experience with Office 365, SharePoint Online, Google G-Suite, Zoom, and LMS tools.

Responsibilities

• Provide exceptional customer service and respond to outages promptly.
• Manage onsite appointments within 24–48 hour SLA.
• Configure, install, and support hardware (laptops, desktops, monitors, printers).
• Support Windows, Mac OS, and potentially Linux environments.
• Manage tickets and escalation tickets; track inventory and notify when thresholds are reached.
• Coordinate with vendors for warranty support.
• Provide end-user training sessions on relevant IT topics.
• Assist with onboarding/offboarding accounts and devices.

Skills

Windows support

Mac OS support

Help desk experience

Active Directory

Office 365 Support

ServiceNow

Ticket management

Education

Associate degree in Information Technology or closely related field

Certifications: MCP, CCT, A+, Net+, ACTC

Tools

Office 365 (Exchange/SharePoint Online)

SharePoint Online

Job description

We wear your colors!

Field Service Representative

Harrisonburg, VA

About the role:

Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We're on the lookout for a knowledgeable and customer-orientated Field Service Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today's technology-savvy generation.

We are One Team and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.

You'll be a full-time worker on the campus of James Madison University.

This position supports a client site subject to International Traffic in Arms Regulations (ITAR). In order to access controlled technical data and systems, candidates must be able to comply with ITAR requirements. As defined by ITAR, this requires U.S. person status (U.S. citizen, U.S. national, lawful permanent resident or asylee/refugee) from the U.S. government.

What you'll be doing:

• Providing exceptional service to customers
• Responding to emergency outages promptly
• Maintaining own schedule for onsite customer appointments within 24-48 hour SLA
• Configure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers
• Support systems running Windows, Mac OS, and potentially Linux
• Manage tickets using the help desk ticket queue
• Tracking and updating escalation tickets
• Maintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish supplies
• Prepare new equipment (or reclaimed equipment) for deployment using system imaging tools
• Manage accounts and equipment for new-hire/termination processes
• Work with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and others
• Provide end-user training sessions on relevant IT topics
• Troubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNS
• Support administration of VoIP phone systems and LiveOps call center chat system
• Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and others
• Provide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and others
• Provide necessary level support of network devices
• Support and administer accounts (access codes and fobs) in an office security system
• Address end-user and network escalations
• Coordinate client activities (e.g. move-in, conferences, and special events)
• Monitoring, investigating, and retiring equipment alarms
• Assist with customer install activities as needed
• Seeing that Boldyn's policies and end-user agreement are upheld in your perspective region
• Generating reports as required
• Attending training events as required
• Other documentation and administrative duties as requested

What you'll bring:

Position requires skillset equivalent to a Help Desk Level II technician

• 1 to 3 years Windows and/or Mac OS hardware and software support.
• 1 to 3 years of help desk experience in a medium to large scale environment.
• Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others.
• Documenting and adhering to established technical procedures and best practices.
• Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred.
• Remote desktop support.
• Understands Active Directory user accounts, security groups, and file share permissions
• Understands system virtualization and reducing hardware footprint

Preferred Experience:

• Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections.
• MCP, CCT, A+, Net+, or ACTC Certification.
• Associate degree in Information Technology or closely related field.
• Streaming, video conferencing, and audio-video support.
• Understanding and familiarity with VoIP technologies.

You’ll love this job if this describes you:

Approachability. You're easy to approach, and you spend extra effort in providing exceptional customer service. You look for ways to be proactive.

Action Orientation. Deeply engrained self-motivation. You're motivated to get work done. That means that you love efficiency and are driven to complete a project.

Self-Starter. You seek out problems and solutions on your own and don't wait to be told what to do.

Technical Acumen. Others consider you smart when it comes to technology. You're a technology generalist, and can usually figure things out.

Personal Learning. Yo