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IT Field Support

Duties

Essential Functions:

  • Provides computer help desk support and technical training on hardware and software to end users
  • Troubleshoots Mac and Windows software and hardware for end users via phone, email, and service desk walk-ups.
  • Troubleshoots iPhone and Android mobile phones, and other related hardware in-office, such as printers.
  • Sets up mobile phone Exchange email, VPN, and internet access for users via secure company network.
  • Provisions new equipment for end users.
  • Trains new hires on new software and technology related procedures to secure a swift on-boarding process. Performs set-ups, break-downs, and transports of equipment, such as monitors and desks on an as-needed basis for new and existing end users.
  • Examines, designs, and implements new internal procedures to improve office procedures.
  • Provides overall management in daily administration, asset distribution, and shipping.
  • Manages warehouse inventory to facilitate proper handling and distribution of merchandise.
  • Images Mac and Windows laptops.
  • Manages and troubleshoots audiovisual software, hardware, and equipment to ensure teleconferencing and videoconferencing calls run smoothly.
  • Oversees the replenishment and allocation of inventory to their appropriate locations.

Skills

  • Qualifications: 3-5 years end user support/desktop support experience
  • Complete understanding of Microsoft Outlook™ client (Windows & Mac) and the Microsoft Office Suite, with experience resolving complex problems and assisting users with advanced functionality.
  • Applied experience with Microsoft Exchange™ and other Microsoft technologies including a firm understanding of Active Directory is key. Comprehensive understanding of Mac OS from command line troubleshooting to resolving individual application failures
  • Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
  • Experience with troubleshooting Windows and OSX Operating Systems, desktops, and printers/ print servers.
  • Agile and exhibits a strong sense of urgency.
  • Exceptional professionalism and customer-service skills, motivated by complete customer satisfaction.
  • The desire and ability to have an impactful conversation with users about their support needs and requirements.
  • Excellent task management, verbal & written communication skills, combined with relentless follow-up.
  • Loves working in a team-oriented environment and highly motivated to provide a positive user experience.
  • Independent critical and creative thinking.
  • Bold problem solving.
  • Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
  • Ability to travel up to 25% to remote offices for end user and project support.
  • Maintain relationships with both internal and external customers and vendors

Education

  • College degree or relevant experience in the technology field.
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