What are the responsibilities and job description for the Managed Services Field Technician position at Aunalytics?
Position Overview
As a Managed Service Field Technician, you will be working to image, setup, and deploy PCs for our client partners. You will be responsible for providing much of the on-site technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. NOTE - this role is an in-person role, five days per week plus occasional after hours and weekend responsibilities.
Essential Duties & Responsibilities :
Provide Multi-Client Support :
Interact and listen to clients with kindness and patience
Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
Troubleshoot and support : Microsoft Windows Desktop & Server, Microsoft Office, Networking, firewalls, Active Directory, DNS, DHCP, Group Policies
Execute on-site installations of hardware, software, and network systems
Troubleshoot hardware and software issues remotely or on-site to ensure minimal downtime for clients
Travel to remote sites as needed to provide excellent support solutions to business needs (including after hours or as needed)
Manage Incidents and Requests :
Log, categorize, prioritize, and diagnose incidents
Provide workarounds where necessary and escalate complex issues to the appropriate team
Maintain Communication and Documentation :
Process desired service requests / change requests by completing necessary documentation following procedures for unaccustomed users, terminated users, departmental, and organizational changes
Create and maintain accurate documentation for on-site installations and configurations
Train end-users and prepare training materials on hardware and software use
Provide guidance and training to clients on new systems, software, and best practices for IT usage
Uphold Service Level Agreements (SLAs) :
Ensure that support services meet the defined SLAs
Physical Requirements :
Lift and carry up to 50 pounds of equipment and peripherals
Perform tasks that may require bending, stooping, reaching, climbing ladders, and standing for long periods of time
Complete other duties as assigned by leadership
Required Skills :
Minimum of one year of experience in IT support, on-site installations, and help desk functions (MSP experience preferred)
CompTIA A Certification is required or must be obtained within 6 months of hire
Thorough knowledge of computer systems and IT components
Strong attention to detail and ability to follow processes and procedures
Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup) using RMM and other dashboard tools
Experience working with Active Directory and ticketing systems
Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels of technical knowledge
Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
Inquisitiveness and an eagerness to learn modern technologies and apply concepts to real world problems
Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations - REQUIRED
Share our values : growth, relationships, integrity, and true grit
What's in it for You?
Opportunity to work with a rapidly expanding tech company in the booming field of analytics and IT infrastructure alongside some of the brightest minds in the industry
Opportunity to work with cutting-edge technology in a casual, fun environment
Opportunity to be a part of a local company committed to making a difference in our community
Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan
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