Responsibilities

The primary responsibilities of this position involve working daily during business hours out of the FLHSMV HQ office on the logistics and technical aspects of our operations, which includes receiving and managing inventory, shipping equipment, parts and consumables to customer sites and technicians.

This requires high attention to detail and knowledge of inventory and CRM systems. Additionally, this position is in support of customer-facing IT solutions for the state and local operations of the FLHSMV as well as some law enforcement and TSA related operations.

You will be performing duties like fixing and setting up hardware, imaging computers and tablets and installing and configuring software and firmware to ship to customers and technicians.

Must be able to lift 60 pounds and understand that you will often receive entire pallets of consumables or equipment.

The position also involves traveling in a fleet vehicle to customer sites to provide customer solutions. You will join an established team who maintain our similar product lines.

You will assist in maintaining high levels of customer service for multiple lines of business and establish yourself into a support role that will leave you securely employed for years to come as one of our subject matter experts on our operations team.

• This role will require some travel within your support area and at times may require overnights to complete a task.
• You will be assigned to a supervisor who oversees the project you will be supporting.
• You will be compensated for overtime that falls outside of business hours.
• Support the day-to-day field service, inventory, logistics, and repair operation to maintain compliance to the Customer(s)’ contractual SLA requirements.
• Work daily out of a local office to perform tasks that include packing, shipping, inventory management, and on-site and remote technical assistance and repairs.
• Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners, and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded.
• Provide / manage hardware and software support and maintenance.
• Control / manage consumable and spare parts inventory at levels defined by management.
• Support new additional customer operations as needed.
• Assist with hardware and software upgrades to field equipment.
• Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.
• Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software.
• Willingness to travel as needed (in-state driving, potential for overnight stays, potential out of state travel)
• When available, a company vehicle may be provided, however a personal vehicle may be required for travel.
• Willingness to be on-call (cell phone) and prepared to travel during business hours.
• Ability to vary work hours to meet company commitments.
• Maintaining company fleet vehicle.

Qualifications

• US citizen (no dual citizenship).
• Hold and maintain a valid driver's license.
• A training or similar is preferred.
• HS diploma or equivalent and 3-4 years experience in IT and / or hardware maintenance field.
• Previous experience in hardware maintenance and repair is required.
• Familiarity with network skills including TCP / IP; DHCP, DNS, WINS, workgroups, domains, active directory.
• Knowledge of imaging systems, backups, networking, remote access, VPN.
• Excellent customer relationship experience.
• Ability to manage a spare parts and equipment depot.
• Working knowledge with Microsoft Office suite is required.
• Working knowledge of CRM systems like Salesforce is preferred.
• Ability to install and manage OS, administer users’ accounts, security, configuration, patch management, updates and configure local network connectivity for supported programs.
• Capable of following documented procedures to install and maintain custom hardware components using support tools such as schematics, operating manuals, and technical documentation.
• Able to assist with configuring network connections; gather, organize, analyze and troubleshoot basic network issues; employ support tools to trace network connectivity issues, diagnose problems and escalate to proper IT professional for resolution.
• Capabilities in triaging and remediating system problems and issues
• Ability to triage and support customers via phone in support of assigned programs.
• Ability to work alone without direct supervision.
• Familiar with VPN and remote support.

Last updated : 2024-05-18