Bench Technician

Position Title: Bench & Field Technician

FLSA Status: Non-Exempt

Type of Position: Full-time

Department Name: IT Service Delivery

Reports To: IT Service Delivery Manager

Direct Reports: None

Salary Range: $22-26 USD/Hour

JOB SUMMARY

The IT Bench & Field Technician is a hybrid role combining responsibilities of both in-office hardware support and onsite client service. This position is critical to the success of IT operations, supporting hardware lifecycle management, client deployments, and onsite troubleshooting. The technician will work closely with engineering, help desk, and service delivery teams to ensure timely and professional resolution of technical issues. This role also contributes to process improvement, documentation, and training of junior staff

ESSENTIAL FUNCTIONS OF THE JOB

· Hardware Lifecycle Support

o Build, image, and configure hardware for deployment

o Performs system imaging, reformats, and restores to baseline standards

o Install client-specific software and backup/restore data as needed

· Troubleshooting & Repair

o Diagnose and repair IT infrastructure i.e. desktops, laptops, servers, and firewalls etc.

o Process RMAs and maintain communication with clients throughout resolution and vendor support as needed.

· Onsite Field Support

o Travel to client sites for hardware installation, troubleshooting, and support

o Provide hands-on assistance for network and peripheral setup

· Pre-Sales & Engineering Collaboration

o Support Pre-Sales Engineering (PSE) with technical recommendations and system analysis

o Engage with engineering teams to formalize communication and delivery processes

· Process & Documentation

o Follow established build sheets, SOWs, and support requests

o Contribute to documentation and standardization of technical workflows

· Team Development & Training

o Assist in onboarding and mentoring junior technicians

o Share knowledge and best practices to elevate team performance

· Continuously develop technical and professional skills by learning from experiences, studying, and completing training courses

· Other duties as assigned

SKILLS AND ABILITIES

· Ability and desire to provide exceptional customer service

· Ability to act with a sense of urgency while paying attention to detail

· Ability to multi-task effectively and thrive in a fast-paced environment

· Ability to communicate in a positive, effective, and efficient manner

· Ability to work independently and as part of a team

· Ability to prepare, organize and present information to groups of people

· Ability to work afterhours at times and participate with on-call shifts

· Basic technical skillset in Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012,2016,2019 etc.)

· Proficient with Microsoft Office Applications

· Desire to continuously improve processes to improve efficiency and service delivery

EXPERIENCE REQUIREMENTS

· Minimum of one (1) year experience providing exceptional customer service

· Technical support experience (call-center, internships, education, etc)

· Basic skills/experience with o365, windows desktop functionality and administration

EDUCATION / CERTIFICATION REQUIREMENTS

· One or more of the following industry certifications: A , Net , Sec , Microsoft Endpoint Administrator Associate, etc. are preferred though equivalent experience can be substituted.

· Possesses valid driver’s license and proof of insurance, acceptable driving record.

PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOB

· Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance

· Frequently operates a motor vehicle while traveling to client site

· Frequently exposed to outside elements when traveling to client site

· Frequently sits and/or stands for long periods of time

· Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting

· Frequently works in a well-lit, tempered room

· Frequently views the computer to perform duties

· Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.

Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pound