IT Field Technician

Menlo, Inc.; Kansas City (MO); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Menlo, Inc. is seeking an IT Field Technician to perform hands-on on-site deployment and support of computer hardware, peripherals, and software across client locations in the Kansas City area.

The role troubleshoots problems, advises on corrective actions, and responds to user requests in a timely manner, with 75-100% local travel and a focus on reliable customer service and clear documentation. Strong problem-solving, communication and time-management skills are essential to maintain hardware

Qualifications

• Experience with desktop hardware installation and software setup.
• Ability to diagnose and resolve hardware and network issues.
• Excellent customer service and professional communication.
• Strong time management and prioritization skills.
• Willingness to travel 75-100% within local region.
• Document issues and resolutions accurately.

Responsibilities

• Assist with installation, configuration and usability of desktop computers and software.
• Respond to service requests promptly and document details.
• Diagnose and troubleshoot computer or network devices in client locations.
• Monitor compliance with service level agreements.
• Ship and receive broken devices for repair.
• Attend team and admin meetings.
• Build rapport with customers and escalate issues as needed.
• Perform other duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Time management

Analytical skills

Detail oriented

Interpersonal skills

Valid driver’s license

Job 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.