What are the responsibilities and job description for the IT Infrastructure Specialist position at Menlo?
About the Role
The IT Field Technician position at Menlo involves a range of hands-on and on-site tasks related to computer hardware, software, peripherals, and other devices. This includes troubleshooting issues, advising users, and responding to IT requests in a timely manner.
Responsibilities include:
- Assisting with desktop computer setup, configuration, and ongoing usability
- Responding promptly to service requests, keeping customers informed, and documenting completions accurately
- Effectively diagnosing and troubleshooting device malfunctions caused by user error, hardware, or software/server/network issues
- Analyzing service request data for trends and recommending process improvements
- Documenting user information, including name, department, contact details, and resolution
- Participating in team meetings and collaborating with administration
- Using resources to resolve issues efficiently
- Building rapport with customers and prioritizing/escalating problems as needed
- Monitoring compliance with customer service level agreements
- Shipping and receiving broken devices for repair
- Performing additional duties as assigned
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