The Field Support Technician II is responsible for onsite service and support needs for our customers. Onsite support includes resolving issues stemmed from remote troubleshooting. Collaborate with remote services team members as well as upper-level technical resources as needed. Provide support with project-based deployment and implementations.

**Per our driving requirements: Applicants must be at least 23 years of age and have a state issued Driving License for at least 3 years**

Basic Functions:

• Assist remote support team with continued onsite support of escalated issues.
• Troubleshoot and resolve complex issues related to Microsoft desktops and Microsoft servers, VMware, Mac OS (Operating System)
• Knowledge of workstation and server hardware including network attached storage devices.
• Understanding of LAN and WAN concepts and configurations (Layer 3 routing, Layer 2 switching and VLAN segmentation, firewall, wireless) operates, in order to identify and resolve related issues.
• Understanding of Active Directory environment including related services (DHCP, DNS, GPO, permission), in order to identify and resolve related issues.
• Lead in the troubleshooting and resolution of productivity application issues.
• Lead in the troubleshooting and resolution of core business applications.
• Implement and support disaster recovery solutions.
• Maintain customer documentation as needed.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Collaborate with upper level resource on issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain documentation specific knowledge of the customer and how IT relates to their daily operations.
• Develop in-depth knowledge of our services and how they relate to our customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Highly self-motivated and directed.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Keen attention to detail.
• Exceptional customer service orientation.

Educational/Vocational/Previous Experience Recommendations:

• Associates Degree in related Information Technology field
• Minimum 4 years of IT experience, preferably field support
• Preferred, not required: CompTIA, Microsoft, VMWare, Cisco, Fortinet, HP Aruba, Dell

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits. **percentage covered by employer**
• 401k w/employer matching.
• Paid time off (PTO).
• Birthday Paid time off (PTO).
• Promote work-life balance.
• Employer covered Life Insurance.
• Employer covered Long Term Disability.
• Performance based incentives.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Job Type: Full-time

Pay: $18.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Application Question(s):

• Per our driving requirements: Applicants must be at least 23 years of age and have a state issued Driving License for 3 years.

Experience:

• Help desk: 4 years (Required)

Work Location: In person