What are the responsibilities and job description for the Field Service Technician position at Pomeroy Technologies?
Field Service Technician
Responsibilities:
- Provide phone and in-person technical support for users, addressing issues related to Win11, O365 applications, desktops, laptops and Mobile devices.
- Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation.
- Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment.
- Cisco Network Infrastructure knowledge including routers, switches, IPS circuits, MDFs/IDFs.
- Experience with network monitoring tools such as Solarwinds.
- Experience supporting Office space, Sales, Delivery, Production and Warehouse WMS functions.
- Document support requests and resolutions using ServiceNow.
- Install, configure, and troubleshoot Microsoft Win11 systems, Samsung phones,
Apple iphones, ipads, Office 365 applications and client specific software.
- Manage mobile IT asset deployment and retrieval utilizing Mobile Device Management (MDM) software (AirWatch / Knox Portal), including laptops / desktops during employee onboarding and offboarding.
- Experience with provisioning OKTA Multi-Factor Authentication (MFA) solutions.
- Participate in after-hours P1 and P2 support as needed.
- Provide Audio/Visual (A/V) support for meetings, conferences, and briefings.
- Assist with project deployments, imaging, configuring and provisioning IT assets and vendor management.
- Software distribution and installation.
- Maintain IT asset management, tracking, and inventory control.
- Technicians may be required to work out of their personal vehicles. In this instance they are required to keep accurate records for mileage re-imbursement. Technicians must also keep their vehicle properly maintained which includes cleanliness and regular maintenance. Technicians are also required to maintain a clean motor vehicle record.
Qualifications:
- US citizen or Lawful Permanent Resident.
- 2 year AA/AAS degree or equivalent.
- 2-4 years of experience in IT supporting clients on-site/remote in an enterprise corporate environment.
- Proficiency in troubleshooting laptops, desktops, network printers, and other peripherals.
- Strong knowledge of Microsoft O365 applications and client-specific software.
- Familiarity with Active Directory, PXE imaging, Workstation Windows11.
- Experience with remote desktop connectivity tools such as Microsoft SCCM, RDP, RDC, Tanium or other Remote Assistance utilities.
- Basic understanding of network protocols, including TCP/IP and wireless connections.
- Audio/Visual (A/V) support experience a plus.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Strong analytical problem-solving skills and attention to detail.
Physical Requirements:
- Must be able to lift up to 40lbs.
- Must be able to stand or walk for extended periods of time.
- Must be able to walk up and down stairs or ramps.
- Must be able to kneel and work under desks or in confined spaces.
Soft Skills:
- Dependability and proactive work ethic.
- Ability to work with strong personalities and meet customer expectations.
- Coachable and responsive to feedback from leadership.
- Team player with a positive attitude
#LI-JM1
Qualifications:
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Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
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Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
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Must possess exceptional written and verbal communication skills (in English).
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Ability to quickly learn and acquire expertise in client's custom applications.
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Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
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Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.
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Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
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Team player who is invested in and strives to maximize team/department performance.