Demo

Managed Services Field Technician

Graham Allen Partners
Kalamazoo, MI Full Time
POSTED ON 1/17/2025
AVAILABLE BEFORE 4/17/2025

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
  • Skills & Requirements Qualifications

    At Aunalytics, we strive to be the technology infrastructure and primary advisors powering analytics and IT innovation for legacy businesses. We provide a spectrum of services from cloud infrastructure and IT services to advanced analytics and AI, all designed to empower businesses to harness the potential of technology and data. We provide the tools to not only help them survive, but to thrive in the data-driven future, enabling businesses to pioneer innovation while retaining their essence. We also understand that legacy businesses don't just need technology tools; they require the guidance and expertise to navigate the complexities of adopting innovation. That's why our meticulously crafted analytics and IT services go beyond software and hardware. We seamlessly integrate technology with strategic analysis, counsel, and hands-on management rooted in years of experience. Each business is unique, and our approach reflects that, ensuring a holistic solution that empowers legacy organizations to embrace innovation with confidence.

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