What are the responsibilities and job description for the Field Technical Support Representative position at HeartCentrix Solutions?
Job Details
Responsibilities:
- Provide on-site field support for installation, servicing, and repair of systems and equipment.
- Troubleshoot hardware issues for desktops, laptops, mobile devices (phones & tablets), peripherals, and accessories.
- Diagnose and resolve software issues related to Windows 10/11, Microsoft Office 365, Outlook, Teams, OneDrive, and other corporate applications.
- Address Microsoft patches, software deployments, and group policy-related issues.
- Perform PC builds and reimaging, including hardware upgrades and replacements after diagnostics.
- Troubleshoot LAN/WAN issues, including TCP/IP, VPN, secure access, and wireless network connectivity.
- Execute IMACD (Install, Move, Add, Change, and Decommission) activities within SLA requirements.
- Communicate effectively with end-users and IT teams regarding technical issues and resolutions.
- Document incident resolutions and solutions in reporting systems.
- Manage IT inventory and asset tracking.
Required Experience & Skills:
- 8–10 years of experience in a corporate IT department providing end-user support across diverse IT environments.
- Strong troubleshooting skills for hardware, software, networking, and security-related issues.
- Expertise in Windows 10/11, Office 365, and enterprise software environments.
- Solid understanding of networking fundamentals (TCP/IP, VPN, secure access methodologies, wireless technologies).
- Ability to rebuild and reimage corporate PCs and perform hardware diagnostics and upgrades.
- Excellent verbal and written communication skills, capable of explaining technical concepts to both technical and non-technical users.
- Strong documentation skills for tracking solutions and incident resolution case notes.
- Experience managing IT inventory and asset tracking systems.
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