What are the responsibilities and job description for the Moonshot Solutions | Information Technology Field Technician position at Moonshot Solutions?
OVERVIEW
We are seeking a skilled Field Technician to manage a wide variety of technical responsibilities, including supporting the Service Desk, prepping network builds and performing advanced diagnosis of hardware and software, to name a few. This position supports the Central Region (Kansas City to the west coast) and would require travel up to 25% of the time.
CORE RESPONSIBILITIES
Provide technical support for hardware, software, and network-related issues.
Coordinate with vendors for network builds.
Procurement of Equipment (access points, security cameras, hardware)
Assist with the buildouts of the Network, Audio Visual Buildouts, setting up security cameras and equipment, Copiers and equipment.
Escalate complex issues to higher-level support teams as needed.
Troubleshoot and resolve issues with Microsoft 365, mobile apps, and ERP system
Document interactions, resolutions, and troubleshooting steps in ServiceNow ticketing system.
Perform tests validating resolutions provided.
Create or update knowledge base articles.
Perform advanced diagnosis of client devices and branch office equipment
Travel to remote offices and execute onsite work, as well as manage assigned tickets within internal SLAs
Effectively communicate and execute work while in person with operations business partners in their offices
Self-directed engagement of support requests and projects
Train end-users on IT tools, software, or systems as necessary.
Provide mentoring to IT Technicians.
QUALIFICATIONS
At least 3 years of Technical Support Experience
Bachelor's Degree in Computer Science, IT, or a related field
Job function related Certification(s) such as : CompTIA A or Network , Cisco CCNA, MCSA, etc
Intermediate to advanced understanding of server / client relationship
Intermediate administration of Active Directory
Intermediate understanding of routing, switching, and common networking concepts / protocols including TCP / IP, Ports, DNS, DHCP, LAN / WAN, VPN, etc.
Intermediate understanding of structured cabling and equipment racking practices
Intermediate software and Operating System troubleshooting ability
Basic administration of technical management platforms, i.e. Mitel, Solar Winds, Cisco Meraki Dashboard
A foundational understanding of Microsoft Office and Windows operating systems
Ability to document work completed in a coherent and professional manner
Basic experience supporting and configuring mobile devices
Advanced client hardware troubleshooting ability
Ability to execute remote and onsite / in-person technical support
Basic understanding of Audio / Visual and conferencing solutions
Ability to determine equipment requirements and place orders.
Ability to organize, prioritize, and execute project work both remote and on-site
Ability to deploy Operating System images and install and configure common software
Ability to complete data and profile migrations with a high level of touch
Ability to deploy and configure Server OS following documentation
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