Kelley Create is Hiring a Field Technician - IT Networking and Imaging Near Sitka, AK
Job SummaryThe Field Technician is primarily responsible for providing onsite and/or remote helpdesk support for client end users, which may include onsite and/or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting elevated support requests. Support requests may entail issues related to active directory management, line of business applications, routing/switching, server and network hardware, or their associated services and roles. Additional responsibilities may include the repair and maintenance of various types of office equipment for customers. This is achieved by focusing on three key objectives – customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism. Essential Functions Of The Job
Troubleshoot and resolve all escalated tickets, including those associated with remote, onsite, and/or bench support, documentation, analysis, testing or modification of line of business applications, system operating systems, or hardware configurations (workstations, printers, servers, firewall, switches, and phones)
Build and prepare hardware for deployment to client environments
Follow established processes, procedures, and specifications outlined in the build sheet, support request, or SOW for proper deployment of hardware
Perform system imaging, reformatting, and restoring on workstations, servers, and firewalls to baseline requirements and standards
Install client-specific software and backup / restore client data as outlined in the build sheet, support request, or SOW
Troubleshoot and repair hardware
Test, diagnose, and repair hardware using provided equipment then configure it to the customer-provided specification
Process RMAs and keep the client informed
Provide timely and business-driven recommended solutions for Pre-Sales Engineering (PSE) requests
This includes systems analysis, including consulting with users, to determine hardware, software, or system functional specifications
Provide exceptional customer service while communicating ticket updates to clients frequently, and professionally representing Kelley Create at all times
Continuously develop technical and professional skills by learning from experiences, studying, and completing assigned training courses
Perform other duties as assigned
Skills And Abilities
Ability and desire to provide exceptional customer service
Ability to act with a sense of urgency while paying attention to detail
Ability to multi-task effectively and thrive in a fast-paced environment
Ability to communicate in a positive, effective, and efficient manner
Ability to work independently and as part of a team
Ability to prepare, organize, and present information to groups of people
Ability to match Kelley Create solutions to prospective client needs
Ability to work after hours and on-call shifts
Technical skillset in hardware setup and troubleshooting
Technical skillset in Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012, etc.)
Proficient with typing, use of Microsoft Office Applications, and the Internet
Experience Requirements
Minimum of one (1) year of experience in an IT bench, support or consulting role
Minimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory
Minimum of one (1) year of experience providing excellent exceptional service directly to end users
Experience preferred in MPS/MFD service (Sharp/Toshiba preferable)
TCP/IP and Network Setup experience required
Education / Certification Requirements
CompTIA A preferred
One or more of the following industry certifications Net , MCSA/E, are also preferred
Copier Certification/training
Possesses valid driver’s license and proof of insurance, acceptable driving record, and reliable transportation
PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOB
Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance
Frequently operates a motor vehicle while traveling to client site
Frequently exposed to outside elements when traveling to client site
Frequently sits and/or stands for long periods of time
Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting
Frequently works in a well-lit, tempered room
Frequently views the computer to perform duties
Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
Occasionally lifts objects such as office supplies, computers, monitors, and servers with weights up to 50 pounds