Job Summary

SHI has an exciting opportunity available in our Enterprise Solutions Group as a Field Service Technician. This is a full-time position that reports to customer’s headquarters on a daily basis and requires travel to customer’s satellite sites. The Field Service Technician can expect repair tickets to be assigned daily. The Field Service Technician will then schedule service with the end user and travel to the site to resolve the hardware and software issues. Work hours are Monday through Friday 8:00 AM – 5:00 PM local time

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Responsibilities

• Resolve hardware issues for desktops, laptops, and tablets within required service level
• Hardware includes Dell, Lenovo, HP and Microsoft
• Travel to customer sites when necessary
• Maintain SLA requirements
• Document assigned tickets with appropriate troubleshooting steps taken and resolution details
• Order and return defective PC parts to OEM as needed to meet required SLA’s
• Assist with PC Deployment projects as needed
• Applying image to new equipment and/or install software and other applications as needed
• Deploy desktop, laptop, or tablet to end user
• Complete data transfer from old PC to new PC
• Assist with DoD wiping, boxing, palletizing, and shrink wrap desktops, laptops and tablets for shipment
• Printer support
• Troubleshoot remotely
• Communicate resolutions to end user and other technicians
• Work on all IT projects as assigned by management
• Manage incoming calls from helpdesk and/or end users
• Respond to emails within reasonable time frames

Qualifications

• High School Diploma or GED
• A Certification or equivalent industry experience
• 2 years’ experience in the IT Industry
• 2-4 years of proven desktop support experience
• 1-3 years of computer refresh and deployment experience
• Experience installing, configuring and supporting Windows OS
• Must have reliable transportation

Required Skills

• Ability to troubleshoot and resolve PC hardware issues
• Ability to work independently in the field and in a team without constant supervision
• Must be organized and have the ability to multitask and maintain organization
• Must have the ability to follow and execute set processes and procedures
• Must possess troubleshooting and diagnostic skills for hardware and software support
• Must have excellent customer service skills
• Ability to maintain Network and IT Infrastructure
• Must have excellent time management skills

Preferred:

• Knowledge of ITSM software
• Knowledge of HP, Lenovo, Dell, etc.
• Knowledge of various OEM part ordering process

Certifications Required

• A Certification must be maintained during employment

Unique Requirements

• Position requires 75% travel
• Ability to lift 50 lbs.
• Lifting of laptops and desktops daily

Additional Information

• The estimated annual pay range for this position is $40,000 - $55,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status