What are the responsibilities and job description for the IT Field Support Technician position at Menlo?
About Menlo's Job Description
The IT Field Support Technician role involves hands-on and on-site tasks related to deploying computer hardware, software, and peripherals at client locations. As a Desktop Support Engineer, you will troubleshoot problems, advise on action, and respond to user IT requests in a timely manner.
Main Responsibilities
- Deploy and configure desktop computers, peripheral equipment, and software.
- Detect and fix malfunctioning computer or network devices, equipment, and systems.
- Investigate service request data to recognize patterns and suggest changes to the ticketing system.
- Record relevant user info, including name, department, contact info, problem description, computer name, solution, etc.
- Participate in team meetings and collaborate with colleagues to solve problems initially encountered.
- Develop connections with clients, obtain problem details, prioritize, and escalate as necessary.
- Maintain a high level of customer satisfaction by monitoring service level agreements.
- Send and receive faulty devices for repair.
- Complete other tasks given.
Necessary Qualifications
- Three or more years of relevant IT experience.
- Expertise in repairing or replacing functioning components.
- Able to aid customers and coworkers with hardware and software issues.
- Superior communication and interpersonal skills.
- Capable of managing time efficiently and operating independently, with or without direct oversight.
- Outstanding analytical and problem-solving abilities.
- Judgmental skills to accurately assess scenarios and deliver prompt resolutions.
- Attention to detail and organizational skills to handle numerous tasks.
- Effective communication skills to convey technical knowledge to non-experts.
- A valid driver's license and reliable vehicle are required.
- High school degree or equivalent is needed.
