IT Field Technician

Menlo, Inc.; Wichita (KS); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Menlo, Inc. seeks an on-site IT Field Technician to deploy and support desktop hardware, peripherals, and software at client locations. You will troubleshoot issues, advise on corrective actions, and ensure timely responses to user requests while maintaining hardware and software integrity.

Responsibilities include installation, configuration, problem resolution, and documenting every step. You will travel locally, interact with customers professionally, and participate in regular team meetings

Qualifications

• Excellent customer service and interpersonal skills.
• Strong troubleshooting and analytical abilities.
• Experience installing and configuring desktop hardware and software.
• Ability to manage time effectively and work independently.
• Clear communication of technical information to non-technical users.

Responsibilities

• 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 sites.
• Analyze service data for trends and suggest process improvements for ticketing.
• Document user information, problem details and resolutions for each case.
• Travel to client sites as required and maintain on-site customer relationships.

Skills

Customer service

Troubleshooting

Hardware install

Software install

Time management

Communication

Driver's license

Problem analysis

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.