IT Field Technician

Menlo; Kansas City (MO); In loco; USD 45.000 - 60.000; Tempo pieno

Descrizione del lavoro

Menlo is seeking an IT Field Technician to perform hands-on, on-site deployment of computer hardware, peripherals and software. You will troubleshoot issues, advise on action, and respond to user requests while maintaining customers' hardware and software.

The role requires travel to client sites, driving a vehicle, and strict adherence to service levels. Responsibilities include installation, configuration, ongoing usability, timely responses to requests, and accurate documentation of problems

Competenze

• High school diploma or equivalent.
• 2+ years of related experience.
• 1+ year of experience in field service.

Mansioni

• Assist with installation, configuration and usability of desktop computers, peripherals, and software.
• Respond to service requests promptly and document resolutions and parts used.
• Diagnose and troubleshoot hardware, software, and network issues at client locations.
• Analyze service data for trends and suggest improvements to ticketing processes.
• Document user information, problem details and resolutions for future reference.
• Attend team meetings and coordinate with administration as needed.
• Build rapport with customers and resolve issues on first contact when possible.
• Monitor compliance with service level agreements and report deviations.
• Ship and receive broken devices for repair and manage related logistics.
• Perform other duties as assigned.

Conoscenze

Customer service

Troubleshooting

Time management

Communication skills

Driver's license

On-site support

Formazione

High school diploma or equivalent

Descrizione del lavoro

Description

The IT Field Technician position is responsible for any hands-on and on-site related tasks involving the deployment of computer hardware, peripherals, and other computing devices. The IT Field Technician will troubleshoot problems, advise on the appropriate action, and respond to user requests in a timely manner. This position will be responsible for maintaining customers hardware and software.

Supervisory Responsibilities

None

Duties and Responsibilities

• Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software.
• Respond to all service requests timely, keep customer fully updated, and ensure service call completions are documented accurately and with comprehensive details, as well as any parts / equipment used appropriately accounted for.
• Effectively diagnose and troubleshoot malfunction of computer or network devices, equipment, and systems in operation at any or all client locations. relating to user error, faulty hardware, or software/server/network issues.
• Analyze service request data for trends and recommend process improvements for ticketing system.
• Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
• Attend team Level 10 meetings and monthly meetings with administration.
• Use documentation, peers, and any other resources to resolve issue on initial contact.
• Build rapport and elicit problem details from customers; prioritize and elevate problems as appropriate.
• Actively monitor and report compliance with the customer service level agreements.
• Ship and receive broken devices for repair.
• Perform other duties as assigned.

Requirements

Required Skills and Abilities

• Maintain working components through repair or replacement.
• Ability to assist customers and staff with hardware and software challenges.
• Excellent customer service and interpersonal skills, including the ability to deal calmly, positively and professionally in tense or elevated situations.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Great attention to details, organizational skills and ability to prioritize and manage multiple simultaneous tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.
• Must have a valid driver’s license and a dependable vehicle.

Physical Requirements

• Able to bend, crawl, stoop and sit.
• Able to lift and move 50 pounds of weight.
• Outdoor service work 10-40% of the time.
• Occasional ladder climbing and work on elevated equipment.
• Local travel or travel to assigned region/site 75-100% of the time.
• Limited overnight travel.

Education and Experience

• High school diploma or equivalent.
• 2+ years of related experience.
• 1+ year of experience in field service.

Salary Description

$45,000-$60,000