What are the responsibilities and job description for the Field Service Support Technician (IT) NYC position at Atlantic Tomorrow's Office?
Job Summary
We are seeking a highly motivated and technically skilled Field Service Support Technician (IT) to provide onsite IT support to our clients across New York City and the tri-state area. This role involves supporting all client-side technology including workstations, servers, networking equipment, printers, ISP hardware, and third-party applications.
The technician will also participate in project-based implementations such as workstation and server deployments, network equipment installations, ISP setups, application upgrades, and disaster recovery testing.
Drivers License required where necessary
Key Responsibilities
- Provide IT support for Microsoft core business applications and environments.
- Deliver technical support for Microsoft technologies, including:
- Basic troubleshooting of Office 365 and other Exchange platforms.
- Active Directory user management (adds/moves/changes).
- Assist with PC builds and network equipment deployments as part of project initiatives.
- Troubleshoot and resolve desktop, laptop, and peripheral connectivity issues.
- Troubleshoot and support networking components including:
- ISP circuits, firewalls, switches, wireless devices, and phone systems.
- Install Microsoft and third-party software applications.
- Implement and support remote access solutions (e.g., VPN).
- Document and maintain detailed records of client environments.
- Escalate complex service issues as needed to higher-level support.
- Communicate proactively with clients regarding issue status, planned changes, and service outages.
- Monitor network performance (availability, latency, utilization) and address issues or escalate when appropriate.
- Maintain clean and organized IT/server rooms.
- Manage asset tracking and inventory updates.
- Support onboarding processes for new client staff.
Qualifications
- Associate degree in Computer & Information Science, Computer Information Systems, or a related field preferred.
- Minimum 3 years of experience as an onsite or field service technician.
- A certification required.
- Strong interpersonal and customer service skills with the ability to tailor communication to various technical skill levels.
- Proven ability to work independently while managing multiple high-priority tasks under pressure.
- Hands-on experience building desktops and laptops.
- Experience with racking, stacking, and patching network equipment.
- Proficiency with ConnectWise (or similar ticketing system), including entering and updating service tickets.
- Willingness to complete ConnectWise University training and blueprints.
- Strong understanding of network administration principles and IT support processes.
- Self-motivated to stay current with IT trends via publications and online resources.
- Familiarity with standard office IT practices and terminology.
- Consistent ability to adapt to shifting priorities and respond effectively to ambiguity.
- Strong analytical and decision-making skills with a proactive, team-oriented attitude.