Demo

Managed Services Field Technician

Aunalytics
Kalamazoo, MI Full Time
POSTED ON 1/17/2025
AVAILABLE BEFORE 4/14/2025

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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