What are the responsibilities and job description for the Information Technology Field Technician position at Menlo?
About the Company
The IT Field Technician position is responsible for any hands-on and on-site related tasks involving the deployment of computer hardware, software, peripherals, and other computing devices. The IT Field Technician will troubleshoot problems, advise on the appropriate action, and respond to user IT requests in a timely manner.
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About the Role
The IT Field Technician position is responsible for any hands-on and on-site related tasks involving the deployment of computer hardware, software, peripherals, and other computing devices. The IT Field Technician will troubleshoot problems, advise on the appropriate action, and respond to user IT requests in a timely manner.
Responsibilities
- Assist with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
- Respond to all service requests timely, keep customers fully updated, and ensure service call completions are documented accurately and with comprehensive details, as well as any parts / equipment used appropriately accounted for.
- Effectively diagnose and troubleshoot malfunction of computer or network devices, equipment, and systems in operation at any or all client locations relating to user error, faulty hardware, or software / server / network issues.
- Analyze service request data for trends and recommend process improvements for the ticketing system.
- Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
- Attend team Level 10 meetings and monthly meetings with administration.
- Use documentation, peers, and any other resources to resolve issues on initial contact.
- Build rapport and elicit problem details from customers; prioritize and escalate problems as appropriate.
- Actively monitor and report compliance with the customer service level agreements.
- Ship and receive broken devices for repair.
- Perform other duties as assigned.
Qualifications
Physical Requirements
