Overview

A Field Support Technician I provides one-on-one computing support, office network support, and manages day-to-day onsite computing operations. Support is performed independently in a helpdesk ticketing environment and incorporates (but is not limited to): computer hardware, software, enterprise data communication systems, wireless devices, routers, switches, mobile phones, printers, hotspot equipment, and other electronic equipment and peripherals.

As a Field Support Technician I, you will be required to travel to remotely supported offices as needed to assist in various IT projects, such as: computer lease returns, consolidation of office space and equipment, and various system installations. Travel could be extensive, encompassing multiple trips to multiple cities per year. The Field Support Technician supports a multi-faceted computing environment consisting of GES facilities, remote systems, and show site venues.

Responsibilities

• Provide excellent customer service, including taking ownership of site-wide IT related issues.
• Diagnose and troubleshoot intermediate to complex issues dealing with hardware, computer operating systems, software applications, networks, and analog/VoIP phone systems.
• Perform installations, upgrades, and modifications of computer hardware, software, phone systems, and network equipment based on need.
• Serve as an intermediary between end users and third-party vendors for hardware and software support.
• Manage staging showsite equipment in cities that request that assignment.
• Document support procedures within a helpdesk ticketing environment.
• Maintain an inventory of computer equipment, including showsite printers and network kits.
• Maintain neat and organized IT areas through all supported sites.

Qualifications

• A bachelor’s degree in MIS or computer science related field, or an equivalent of 3 years of experience in a technical support role providing support for an enterprise level infrastructure.
• 3 years of PC and Mac based hardware experience.
• Demonstrated experience in repairing and maintaining computer equipment.
• Working knowledge of Microsoft, MacOS, Android, and iOS operating systems.
• Working knowledge of server and network maintenance.
• Possess strong organizational skills and manage multiple tasks within a fast-paced environment to meet time and budgetary deadlines.
• Able to self-manage with the ability to take the initiative to improve upon existing processes, creating new ones and gaining approval.
• Build strong relationships with users, management, and third-party vendors.

Work Environment

• Capable of occasional strenuous physical activity, including lifting and carrying equipment.
• Out-of-town travel could be required based on the organization’s need to support showsite and office operations in other cities.
• Must be able to work on-call as needed on weeknights/weekends.
• Must be able to work holidays or as needed by management.