Overview

IT Field Support Technician

Classification Non-Exempt

Reports to IT Field Support Manager

JOB DESCRIPTION

Summary/Objective Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

Essential Functions

1. Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.
2. Assist with identifying problems and providing potential resolutions.
3. Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels.
4. Tracks issues using company approved ticketing system. Maintains historical records and related problem documentation.
5. Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.
6. Brainstorms with team members and SMEs to resolve more complex problems. Escalate issues to Staff Technician that require further technical assistance in resolution.
7. Regularly communicates with team and leadership of potential trends, significant problems and individual market requests.
8. Maintains up to date knowledge of company software, hardware and approved documented procedures.
9. Schedules preventative maintenance on company owned vehicle.
10. Escalate and schedules vendor services as necessary.
11. Installation and troubleshooting of WAN/LAN, Cat 6e cabling.
12. Manage and track inventory stockroom(s) for designated territory according to team standards.
13. Responsible for expense records and reports for company provided procurement card.

Competencies

1. Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.
2. Oral Communication: Shaping and expressing ideas and information in an effective manner.
3. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
4. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
5. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
6. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Supervisory Responsibility This position has no supervisory responsibilities.

Work Environment This job is in a store/retail environment.

Physical Demands Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to stand for long periods of time. Must be able to lift to 75 lbs. Must be able to drive. Must be comfortable working on a 6-15ft ladder when necessary.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work This is a full-time position that requires On-call responsibilities. Days and hours of work are typically Monday through Friday, but will also include daytime non Monday through Friday, nights and weekends, rotating or changing shift, or retail schedule/hours.

Travel 30-60%

Required Education and Experience

1. HS diploma
2. Minimum 3 years verifiable technology support

Preferred Education and Experience

1. Two or four year degree
2. Industry certifications a plus
3. Understanding of ITIL

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

1. Ability to deal with stress and changing priorities.
2. Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
3. Excellent interpersonal skills with the ability to work both independently and as part of a team.
4. Strong troubleshooting skills

AAP/EEO Statement Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

#2024MG