Field Service Technician I

You will be a pivotal member of our regional IT support team responsible for supporting onsite IT functions and providing first response technical support tickets submitted by in office and remote colleagues. Your primary focus will be ensuring efficient problem resolution while providing outstanding colleague experiences. You will collaborate with other BRP IT colleagues to understand and resolve technical issues.

PRIMARY RESPONSIBILITIES:

• Document all technical activities, solutions, and interactions.

• Ensure tickets are created in the ITSM system.

• Maintain open communication with colleagues to keep them updated on ticket status including escalated tickets.

• Communicate with colleagues and educate on best practices for IT system usage and security.

• Troubleshoot workstation hardware, software, and driver issues.

• Identify potential software, hardware and network issues and promptly report to correct BRP IT team.

• Setup desks for new hires and moves including cable management of existing desks.

• Prepare and image laptops for new hires and replacement.

• Install, configure, and upgrade computer hardware and software.

• Prepare meeting rooms prior to meetings ensuring hardware is fully operational.

• Troubleshoot printer issues and contact customer support to schedule maintenance.

• Assist colleagues with work related cell phone issues including Intune, Outlook and other enterprise deployed apps.

• Assist with other hardware in the office.

• You may be asked to take tickets for other regions when needed.

• Continuously learn about emerging technologies and industry trends.

• Communicate onsite issues and information to other BRP IT colleagues and leadership.

• Communicate changes to colleagues you interact with.

• Document issues or challenges encountered during project rollouts.

• Provide feedback to project managers.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to work independently and demonstrate high level of discerning IT support priorities and categories.

• Strong time management and organizational skills.

• Ability to communicate effectively with non-technical colleagues.

• Basic understanding of Windows & Mac OS

• Basic understanding of Microsoft 365

• Have a level of understanding of computer imaging, basic understanding of MDT

• Diagnose meeting room errors.

• Troubleshoot laptops, Monitors, and Docks.

• Understand how to deploy MDM to mobile devices (Android, IOS)

EDUCATION & EXPERIENCE:

• Highschool diploma or equivalent.

• 1-2 years of IT related customer service experience, preferably in an enterprise environment.

• CompTIA A , CompTIA Net preferred.

IMPORTANT NOTICE:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract.  The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization.  All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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