IT Field Support Technician

Cellular Sales; Lafayette (LA); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Cellular Sales in Lafayette, LA seeks an IT Field Support Technician to provide hardware and software support across retail locations, under the supervision of the IT Field Support Manager.

You will resolve user issues, escalate when needed, document solutions, manage inventory, and coordinate with PMO and other departments to maintain IT standards while delivering outstanding customer service. This full-time role requires on-call responsibilities and travel of 30–60%.

Qualifications

• HS diploma is required.
• Minimum 3 years verifiable technology support experience.
• Two or four year degree preferred.
• Industry certifications are a plus.
• Understanding of ITIL is beneficial.

Responsibilities

• Answers, evaluates, and prioritizes service requests via ticketing system, phone, email, and in person.
• Assist with identifying problems and providing potential resolutions.
• Coordinate with end users on behalf of other departments and follow approved processes.
• Track issues using the ticketing system and maintain documentation.
• Work with PMO, Asset Management or other departments to maintain hardware/software standards.
• Escalate complex issues to Staff Technician as needed.
• Communicate trends and notable problems to team and leadership.
• Maintain knowledge of company software, hardware, and procedures.
• Schedule preventative maintenance on company vehicles.
• Escalate and schedule vendor services as necessary.
• Install and troubleshoot WAN/LAN and Cat 6e cabling.
• Manage inventory in designated stockrooms for territory.
• Maintain expense records for procurement card.

Skills

Troubleshooting

Interpersonal skills

Organizational skills

Stress management

Multi-tasking

Teamwork

Education

HS diploma

Two or four year degree

Job description

Cellular Sales

IT Field Support Technician

Classification

Non-Exempt

Reports to

IT Field Support Manager

JOB DESCRIPTION

Summary/Objective

Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

Essential Functions

• Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.
• Assist with identifying problems and providing potential resolutions.
• Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels.
• Tracks issues using company approved ticketing system. Maintains historical records and related problem documentation.
• Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.
• Brainstorms with team members and SMEs to resolve more complex problems. Escalate issues to Staff Technician that require further technical assistance in resolution.
• Regularly communicates with team and leadership of potential trends, significant problems and individual market requests.
• Maintains up to date knowledge of company software, hardware and approved documented procedures.
• Schedules preventative maintenance on company owned vehicle.
• Escalate and schedules vendor services as necessary.
• Installation and troubleshooting of WAN/LAN, Cat 6e cabling.
• Manage and track inventory stockroom(s) for designated territory according to team standards.
• Responsible for expense records and reports for company provided procurement card.

Competencies

• Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
• Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job is in a store/retail environment.

Physical Demands

Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to stand for long periods of time. Must be able to lift to 75 lbs. Must be able to drive. Must be comfortable working on a 6-15ft ladder when necessary.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work

This is a full-time position that requires On-call responsibilities. Days and hours of work are typically Monday through Friday, but will also include daytime non Monday through Friday, nights and weekends, rotating or changing shift, or retail schedule/hours.

Travel

30-60%

Required Education and Experience

• HS diploma
• Minimum 3 years verifiable technology support

Preferred Education and Experience

• Two or four year degree
• Industry certifications a plus
• Understanding of ITIL

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

• Ability to deal with stress and changing priorities.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
• Excellent interpersonal skills with the ability to work both independently and as part of a team.
• Strong troubleshooting skills
• Must possess a valid US driver's license with a clean driving history for the past 3 years.

AAP/EEO Statement

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

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

$23-$33 an hour

#2024MG