JOB DESCRIPTION

JOB TITLE: Tier 2/Field Services Technician

LOCATION: Phoenix, AZ (Multiple Locations, including one location in Prescott, AZ)

IMMEDIATE SUPVR: Field Services Manager/Service Desk Manager

Responsibilities will include, but are not limited to:

Inclusive support

• Meet metrics including Service Level Agreements, utilization statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.

· Ensure Field Services Manager is aware of any upcoming projects or changes that may affect Field Service Team availability

· Keep up to date on the latest technologies

• Providing training and mentoring for new employees
• Generate SOPs to help others identify and resolve events
• Provide availability to Field resources. If a resource is not available, you may be required to visit a customer’s location to backfill during the other technician’s absence

Tier 2 support

• Hardware Inventory Management
• During peak call volumes, outages, or when requested by Service Desk Management, assist the Service Desk by participating in call or email triage/resolution
• Provide escalation support for the Service Desk
• Call users to provide event resolution and confirmation
• Review ‘aging’ tickets to ensure events are well communicated with end users and expectations are being met
• Identify common issues received and provide enhanced solutions to expedite resolution

Field/Onsite support

• Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing in person or remote corrective solutions, where applicable.
• Communicate accurate and timely status of incidents internally and externally, setting expectations and following through with customers and coworkers.
• Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products, including laptops, desktops, mobile phones, tablets and handheld devices
  • Regular computer re-imaging inclusive of user data backup and reconfiguration
  • Support offices, conference rooms, server rooms, IT equipment closets, and warehouses
  • Support mobile devices
  • Ship and receive PCs
  • Support MS Office and email issues
• Printer Support
  • Work with vendors to ensure printers functioning properly
  • Support installation of printers on PCs
  • Maintain printers thru scheduled maintenance, where applicable
• Accurately document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
• If necessary, liaise with third-party support and IT equipment vendors.

· Field technical questions from team and attempt to resolve prior to escalation to management

REQUIREMENTS OF THE JOB:

Software:

• Microsoft Office suite (all versions)

Operating Systems:

• All Microsoft Desktop, MAC, IOS and thin client operating systems

Hardware:

· Desktops, laptops, wireless devices, A/V, network printers

Education:

• High school degree or equivalent required
• Associate’s degree in IT or related field preferred

Experience:

• 3-5 Years desktop support role

Certifications:

• A , Net , MCP, ITIL v.3, MAC certified technician

Other:

· Candidate must be a good “organizational fit” with the rest of the team.

· Strong understanding of Windows Active Directory users and computers.

· Strong understanding of Windows permissions.

· Excellent communication skills.

· Ability to multitask in a fast paced environment.

· Must be creative and flexible.

· Strong interpersonal skills essential.

· Good attendance required.

· Ability to effectively build relationships with customers.

· Ability to quickly learn to support proprietary client applications

· Comfortable performing remote support

· Must be aggressive and highly motivated individual who can take initiative and work independently

· Excellent written and verbal communication skills

· Strong organizational and project management skills and the ability to multi-task

· Strong creative and analytical skills

· Internet savvy and computer skills

· Must know how to manage multiple deadline schedules

· Strong attention to details and deadlines.

· Good attendance required.

Travel: Yes

If yes, how often:

Travel required between multiple locations in and around the Phoenix, AZ area.

On-Call Duty: YES

If yes, how often: As directed by leadership.

(On-call duty requirements are subject to change.)

Physical Requirements: YES

If yes, describe: 30 – 100 lbs. (Computer equipment)

How often? Frequently

Job Status: Full-time/salaried (40 hrs);

Core work hours/days: 7am-4pm M-F