Overview
Skills
Job Details
Sr. Field Support Specialist
The Senior Field Support Specialist provides a combination of project management and technical coordination for infrastructure projects and operational initiatives based on business requirements from both client, Corporate Houston and field offices, as defined by the scope of the project. The primary focuses of this position is to be the single point of contact for all IT related issues at the assigned site. This includes taking ownership for all IT issues and concerns, ensuring the appropriate escalations, and assist in determining the root causes of IT issues are understood and addressed.
Must have reliable vehicle; no recent accidents; cell phone that can meet MDM and security standards (no jailbroken phones); mileage reimbursement IAW Texas state laws
Travel expectation: 75% travel of the time within a three to four hour driving radius. Some overnight stays will occasionally be required
Other responsibilities include, but are not limited to:
Interact, build, and maintain strong relationship with all levels of the organization
Responsible for supporting all hardware and software on company desktops and providing second/third level desktop support
Install and troubleshoot Microsoft Windows 11 operating systems and standard business application, including desktop systems, associated peripherals, and verification of operation
Experience in setting up MFP such as: Xerox, Konica-Minolta, and HP units for network scanning, scan to email, fax, and network printing
Work with other IT groups to rollout hardware and software upgrade, implement new equipment and services, and assist with new product testing and special projects
Provide current communication and assist in the execution of IT initiatives that might impact the respective assigned sites
Develop and maintain up-to-date PC and accessories inventory and promote IT standards for their assigned sites
Respond to phone and e-mail inquiries that are placed in the support center and directly interact with customers to resolve local and network related issues
Follow up with end users to ensure problems are resolved successfully and satisfactorily
Provide IT training to customers to ensure successful use of IT equipment
Document and revise all resolutions to be updated in IT knowledge base
Be able to manage a heavy caseload and respond to customers request in a timely fashion
Work flexible schedule, including possible holidays and provide off hours support on an on-call basis
Ability to lift at least 30lbs
Qualifications:
College or technical school degree is preferred
2 or more certifications are required in lieu of a degree: A+, Net+, Security+, MCP, MCDST, MCSA, MCSE, ITIL or equivalent
5 or more years of work related experience is required
Responsible for working 2nd and 3rd level tickets
Ability to manage multiple projects
Experience in the following IT areas - PC, LAN, WAN, MPLS, Site to Site VPN, wireless, database and Cloud-based solutions, and DOS-based applications are required
Ability to setup and manage mobile devices required (iPhone, iPad, Tablets, Android, and etc.) is required
Experience working with an ITSM software is required (Clientele and/or Remedy is preferred)
Prior experience in SCADA, GIS applications, and Gas Measurement applications is preferred
Self-motivated and able to work with limit supervision
Understanding of business strategy and the impact of IT on those strategies
Exceptional customer support and interpersonal skills
Excellent troubleshooting and problem solving skills
Excellent verbal and written communication skills
Strong organizational skills