Field Support Technician

Company Description

SBTC is a nonprofit. So working here means you're helping people, not making the boss richer.

We're an IT organization, so you can use your razor-sharp IT skills to help people. There may also be occassional Trek/Wars debates, but we all know that Firefly is the only sci-fi show that counts, so it doesn't really get too out of hand.

SBTC (St. Benedict Technology Consortium, we agree with IBM that initials are easier) is a nonprofit group that supports schools, churches, and just about any other nonprofit with their IT needs. We provide regular on-site support, network management, and projects like network cabling and audiovisual installs.

Job Description

SBTC is seeking experience Field Support Technicians. Qualified candidates should be capable of working in multiple environments (on site with clients) under minimal supervision or direction.

Job Summary:

The Field Support Technician is responsible for diagnosing and repairing many different types of technology related issues in schools and other nonprofits supported by SBTC. Primary responsibilities include but are not limited to:

• Provide technical support and guidance to end users with computer software, hardware or system problems.
• Typical hardware and software to be worked on may include interactive boards (Smart, Promethean, other), document cameras, Apple and Android tablets, Windows and Apple desktops and laptops, printers, etc that may commonly be found in schools and office environments.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on client's premises.
• Answer questions and resolve problems via telephone, e-mail, and web-based ticketing system.
• Help manage end user accounts, permissions, access rights, and storage allocations.
• Escalates to and assists network team in troubleshooting server, switch, and wireless issues.
• Maintains documentation of all site equipment.
• Maintain a very high degree of professionalism throughout all client and coworker interactions, in-person and written.
• Bear in mind always that the trust and "feeling of support" from users is as important as the technical skill, and that customer service is thus as important as technology know-how.
• Escalate tasks according to SBTC guidelines for networking, web, cabling, and other projects.

Qualifications

• Excellent customer service and interpersonal interaction skills.
• Excellent written and verbal communication skills.
• Several years in a technical field is preferred, to demonstrate a technical and engineering mindset
• Customer service experience and qualifications are strongly encouraged
• A and Network certifications are not required.  However, as a point of reference, if you cannot sit down and pass an A test immediately, you may not have enough technical knowledge to perform these duties.  We don't require a document, but the knowledge equivalent is definitely appropriate
• Your own reliable transportation.  You will be assigned to a few sites that you will spend all day at, but there is no guarantee that a site is near a train or bus line.  This is a requirement for this position, period.

Additional Information

LOCATIONS:

Collectively, SBTC serves all of Lake and Cook counties in Illinois.  The positions we're most interested in filling now are in the Northwest Suburbs (Des Plaines to Palatine, generally), the Northern Suburbs (Libertyville, Mundelein, Lake Forest, etc), and the north edge of the city (Skokie, Niles, Evanston, city north of North Ave.)  Other candidates are welcome to apply, this is where the work will likely take place though.

Targeted cover letters are strongly encouraged.  Our Director is a former English teacher, he appreciates knowing that someone can communicate well about why they want to work for a nonprofit, and not just make truckloads more money working in the for-profit space.

All your information will be kept confidential according to EEO guidelines.