Job Description
The Field Services Deskside Technician will report directly to his or her regional Team Leader or to the Director of Program Delivery. In this role, the Field Services Technician’s key responsibility is to perform in-warranty, end-user computer hardware breakfix repairs and parts replacements. The individual will need to have knowledge of operating systems, computer hardware and peripherals, including but not limited to screens, motherboards, hard drives, etc., as well as networking and high-end servers.
Core Duties and Responsibilities
- Diagnose, research, and troubleshoot computer operating system issues.
- Respond promptly and professionally to alerts and end-user IT issues.
- Update the internal US Dispatch and Coordination Team (“USDAC”) with ticket status information for purposes of demonstrating compliance with issue response and resolution, logging daily activities and documenting solutions.
- Repairs and replace parts in desktops, laptops, virtual machines, mobile phones, VOIP products, servers, back-up systems and miscellaneous devices.
- Function as primary point of contact and communication with end-customer from assignment of the ticket to successful resolution of issue, including scheduling work and keeping the end-customer along with the internal USDAC aware of work status and solution progress.
Required Qualifications and Skills
- Driver’s license and personal vehicle with the ability to travel within a 75-mile radius to pick-up parts at designated pick-up and drop-off location and to support various end-clients.
- Must have a high school diploma with college or technical degree preferred.
- 2-4 years’ experience with hands-on IT support troubleshooting PCs, laptops, and servers.
- CompTIA certifications in A+, Network+ or Security + is preferred.
- Strong analytical and problem-solving skills.
- Strong knowledge and experience with computer/server hardware and software trouble shooting (experience on DELL hardware and servers, particularly in DELL high end storage (VX Rail) is a plus).
- Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
- Demonstration of punctuality and strong communication and interpersonal skills.
- Ability to multi-task and to work under limited supervision.
- US citizenship required.
- Security clearance is a plus but not required
Hours and Location
This is a full-time position primarily aligned to 8:00am to 6:00pm local hours. Occasional ticket calls and meeting attendance off-hours may be required.