Job Description
Job Description
Service Area : Brandon & Jackson, MS
Job Summary :
Field technician is similar to a bench technician AND must be able to adapt and address all aspects of the computing environment. Technician should have the ability to communicate with customer the solutions. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.
Essential Functions :
- Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
- Provide customer support using remote connection software
- Provide thorough documentation on each customer interaction
- Prioritize ticketing system flow by following SOPs and KB articles for resolution
- Meet or exceed KPI goals
- Troubleshooting of the following, though not limited to :
Advanced desktop issues
VPN connectivityEntry-level server supportHardware issuesLine of business supportAn onsite PC technician should be capable to execute all aspects of repair, maintenance and security to include everything from physical cleaning of components, to detailed software diagnosisThe technician’s duties also include physical networking functions such as running networking cables between computer stations, servers, hub for the purposes of networking computersThis requires mechanical knowledge of wiring schema, tools, and layouts with regards to how wires are run in ceilings, walls and fixturesAnalysis and Investigation of problemsInstalling physical equipment (i.e. networking patch panels, or racks or rack enclosuresRepair, substitution or replacement of faulty hardware as necessaryRepair, installation, reinstallation or reprogram of software as necessaryTesting and error checking of solutionsBackup of data as necessary to restore functionalityProvide recommendations as necessary for the general health of the equipmentProvide technical documentation and / or materials upon request or as necessaryFollow-up with Customer after the solution has been implementedRequired Skills / Abilities :
Practical knowledge of assembly, disassembly and maintenance of all hardware componentsPractical knowledge of Windows OS to include installation, recovery, setup and updatingPractical knowledge of all anti-viral, security and firewall technologies including installation, setup, recovery and updatingPractical knowledge of most major software suites for office use including Microsoft Office,Reasonable knowledge of server applications such as Active Directory, Exchange, MS ServerTrouble shooting skills in operating systems vs. hardware componentsTrouble shooting skills in spyware, anti-viral removal and spam controlTrouble shooting skills in Windows OS installation and reinstallationTrouble shooting skills in failed hardware identificationValid Driver's LicensePreferred Education and Experience :
A , Net , and Sec certifications, or equivalent experienceExperience with all modern operating systemsDeep understanding of business networkingDeep understanding of Active Directory, Group Policy, File Sharing, etc.General understanding of technology related to small-medium businessesVirtualization experience is a plus!Physical Requirements :
The physical requirements below describe the essential job functions needed to complete this job.
Consistent hand and finger dexterity necessary to operate computer equipmentConsistently required to sit, stand, walk, talk, hear, and seeRoutine use of hands to typeOccasional need to stoop, kneel, crouch, twist, crawl, reach, and stretchOccasional need to walk around the officeConsistent vision abilities required; close vision, depth perception, and ability to focusAbility to travel dependent on company needsOccasional need to lift and / or move up to 30 poundsThe statements contained in this job description are intended to describe the general nature and level of work.Work Environment / Conditions :
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)Work is in an open office environment with steady conversation and interruptionTravel Requirements : Onsite to local client’s premises
Benefits :
Incredible company cultureMedical / Dental / Vision health plansHSA / FSA participation based on insurance planPTO / Sick / Holiday payAbility to contribute to Long-term Disability and Short-Term Disability plansDependent Care FSAPaid Parental Leave401K participationExplosive company growthAffirmative Action / EEO statement :
It is the policy of The 20, LLC. to offer Equal Employment Opportunity to all qualified applicants, regardless of race, color, creed, religion, national origin, sex, age, disability, genetic infuriate, or any other status protected by federal, state, or local laws.
The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.
