What are the responsibilities and job description for the Level I Managed Services Field Technician position at de-novo-hrconsulting?
Our client is a managed services IT company that serves clients in the Philadelphia and surrounding counties. They are problem solvers; offering strategies and solutions to guarantee that systems are operating optimally.
The Level I Managed Services Field Technician will be assigned to work in client offices in the the Greater Philadelphia and surrounding tri-state area. This role will be responsible for deploying equipment, setting up new workstations, providing technical assistance, and troubleshooting in a Help Desk environment. This role will provide desk side support to all users in the organization and serve as the first point of contact for in-person, email, and phone support requests to the point of resolution.
This role requires local travel to various on-site locations and will require a valid driver’s license & reliable transportation.
Responsibilities include:
- Manage PC set-up and maintain workstation hardware and software upgrades.
- Perform hands-on fixes at the desktop level, including software installations, hardware upgrades, file backups, and configuring systems and applications.
- Deliver impeccable customer service while working with clients to troubleshoot basic hardware and software issues in Windows & Microsoft environments.
- Assist in on-boarding and offboard users, providing support for corporate devices, and assisting in managing and maintaining our MDM solution using Microsoft Intune.
- Create new users within Google Workspace and maintain, install, and implement the environment.
- Efficiently resolve hardware/software issues and perform break/fix tasks to close help desk tickets.
- Meet or exceed case resolution goals based on the Service Level Agreement with clients.
- Exercise in-person customer service skills and be willing to travel locally for on-site client support.
Desired Skills & Experience:
- Proven experience in a Help Desk Environment. Autotask experience a plus.
- A Certification in progress or completed preferred but not required.
- Implementation and management of G Suite and Microsoft Intune experience required.
- Server and Cloud experience preferred.
- Fundamental understanding of computer networks, computer hardware, and windows environment.
- Active listener with the ability to communicate efficiently both verbally and in writing in a professional and reassuring manner.
- Exceptional organizational skills with the ability to prioritize and manage multiple projects simultaneously.
- Must have a valid driver’s license and reliable transportation, that can be used for job-related travel to client offices with minimal notice.
- Standard schedule is M-F 9:00 AM - 5:00 PM
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