Field Services Technician 2

THE OPPORTUNITY

As a Field Services Technician 2, you will be responsible for managing and overseeing your ticket queue, scheduling appointments, and working tickets to completion within the SLAs and by following the SOPs. You will also manage asset inventory, as well as special assigned projects.

HOW YOU’LL MAKE AN IMPACT

• Provide technical / IT support for Commonwealth of Virginia
• Responsible for system updates, ticketing and asset management
• Perform break/fix software & hardware support (including OEM-certified warranty repair)
• Execution of asset disposal activities
• Support of end users that remotely access services (including shipping replacement devices, leveraging 3rd party hardware repair or other forms of onsite support)
• Provide support remotely via remote administration tools as well as onsite / desk side
• Imaging of Commonwealth devices
• Provide support for Windows and MAC operating systems, software/application support, troubleshooting, diagnostics, repairs, system restorations, etc.
• Ability to provide after-hours and weekend support (When needed)
• Deskside computer refreshes
• Provide smart-hands support for networks, servers and VoIP technologies

SKILLS THAT DRIVE SUCCESS

• You have IT support experience
• You have the ability to make clear, concise, detailed notes to fully illustrate the lifecycle of all tickets from assignment to resolve
• You have a strong ability to test, troubleshoot, service and repair laptop and desktop computers
• You have experience hardware replacement
• You preferably are a candidate with Dell Certified Technician, HP Certified Repair, Microsoft, Apple or related professional IT certifications
• You must be comfortable adapting to dynamic work schedules and flexible shifts as needed
• You must possess excellent customer service and communication skills
• You must be a self-starter with the ability to get the job done with little to no oversight
• High School Diploma (OR equivalent combination of experience & education)
• Valid Virginia Driver's License is required and reliable transportation
• Must be able to successfully pass background check (requirements VA)
• Ability to lift 30lbs
• Be a collaborative team player who brings empathy and a customer-focused mindset.

WHAT SETS YOU APART

• You're a self starter that is always eager to learn

TRAVEL REQUIREMENTS

• This position has a strong preference for candidates based in the Fredericksburg area and will require travel to customers’ sites almost daily.

WHY YOU’LL LOVE IT

• You get to be a creative, problem solver in a dynamic, fast paced environment while working with various technologies.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.

COMPENSATION AND BENEFIT INFORMATION

The salary range for this position is $20-27/hr. This range reflects the anticipated base pay for the position and is not a guarantee of final compensation. Actual compensation will be determined based on factors including experience, skills, education, location, contract requirements, and business needs.

Iron Bow Technologies reserves the right to fill this role at a different level, depending on qualifications and organizational priorities. This range represents only one component of Iron Bow’s total compensation package. An overview of our benefits is available on our careers page.

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