Field Support Technician II

Job Title: Field Support Technician II Compensation: $24 - $28/Hourly
Reports to: Field Support Manager Department: IT/Field Support Services

Job Description:

The Field Technician is responsible for onsite service and support needs for our customers. This relates to all technology, including: workstations, servers, networks, printers and vendor specific hardware and software.

**Per our driving Insurance requirements: Applicants must be at least 23 years of age and have a state issued Driver's License for at least 3 years**

Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches, and security.
• Remote access solution implementation and support.
• Maintain customer documentation as needed.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their daily operations.
• Develop in-depth knowledge of our services and how they relate to our customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the

ConnectWise University.

• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Highly self-motivated and directed.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Keen attention to detail.
• Exceptional customer service orientation.

Educational/Vocational/Previous Experience Recommendations:

• Associates Degree in related Information Technology field
• Minimum 4 years of IT experience, preferably field support
• Preferred, not required: CompTIA, Microsoft, VMWare, Cisco, Fortinet, HP Aruba, Dell

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits. **percentage covered by employer**
• 401k w/employer matching.
• Paid time off (PTO).
• Birthday Paid time off (PTO).
• Work-life balance.
• Employer covered Life Insurance.
• Employer covered Long Term Disability.
• Performance based incentives.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.
Other duties may be assigned as needed.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person