What are the responsibilities and job description for the Field Support Technician position at Menlo?
About the Role
The IT Field Technician position at Menlo requires a highly skilled and experienced professional who can provide exceptional support to our clients. This individual will be responsible for installing, configuring, and maintaining computer hardware and software, as well as troubleshooting and resolving technical issues.
Responsibilities:
- Install and configure desktop computers, peripheral equipment, and software.
- Provide timely support to users, responding to service requests and documenting all interactions.
- Diagnose and troubleshoot issues with computer or network devices, equipment, and systems.
- Identify and recommend process improvements based on analysis of service request data.
- Document user identification information, including name, department, contact details, problem description, and resolution.
- Participate in regular meetings with administration to discuss ongoing projects and initiatives.
- Utilize documentation, peers, and resources to resolve issues on initial contact.
- Foster positive relationships with customers, prioritize problems, and escalate issues as necessary.
- Ensure compliance with customer service level agreements.
- Coordinate the shipment and receipt of broken devices for repair.
