Field Support Technician

Job Title: Field Support Technician

Job Location: Glens Falls, NY

Job Type: Contract

Pay Range: $20.00hr - $25.00hr

Job Overview:

The successful candidate will be required to provide Deskside / OSS / FSO technical support for Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation, troubleshooting, and any other related technology. The candidate will provide a high level of customer satisfaction and possess extremely strong communication skills in both verbal and written communication. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The candidate will work self-sufficiently to perform fault diagnostics and deliver user requirements while maintaining standards and SLAs.

Skills Required:

• Capable of installing, removing, maintaining, monitoring, and inventorying vehicle technology.
• Must possess a diverse skill set that enables them to address a wide range of issues independently.
• Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or Assignment.
• Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.
• Capable of deploying or redeploying required OS images and builds (as well as future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.).
• Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, and incident management coordination with business owners.
• Capable of ensuring device health is monitored, reported, and remediated (DEX).
• Capable of maintaining OS currency using established processes leveraging Service Rings.
• Capable of performing Routine Technology Health Checks and providing in-person services for items in the relevant service catalogue.
• Capable of performing semi-annual tests, required remediation, and validation reports for the emergency safety feature installed in vehicles, according to testing procedures provided.
• Availability (24x7) to be provided for the duration of a Major Incident.
• Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the organization and its associates.
• Capable of mobile devices support such as: persona management, application access, device enrolment, OS maintenance, and Device Firmware Updates (DFU).
• Possess the skills, qualifications, and experience necessary to perform the assignment work to high professional standards.
• Have, as a minimum, the skill proficiency level, qualifications, and experience outlined in the relevant Job Profile, in the core skills for that Job Profile.
• Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile.
• Will have the skills, qualifications, and experience necessary to perform the assignment work to high professional standards, which are at least industry standard professional levels in accordance with requirements.
• Digital-first and AI enabled resolution strategy through multiple operational strategies at locations with potential visits to other office locations.
• Event Support: Audio and Video Readiness, Event Planning, and Communications.
• VIP/Exec level support capability.
• Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, and Storm Recovery Operations.
• IT Software/Hardware Asset Management.
• Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server-related requests.

Main Responsibilities include:

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end-user technical issues relating to desktop support. Devices include, but are not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands-on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreements.
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional, user-facing updates.
• To provide infrastructure administration functions.
• Providing on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end-user support requests and service requests by utilizing a ticketing system to track tickets and provide up-to-date status and information.
• Ensuring regular customer interaction to adhere to update SLAs and high levels of customer service.
• Providing daily ticket updates to ensure users are fully updated on progress.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Performing asset inventory activities as needed.
• End-user training and guidance on the use of hardware and software.
• Recommends and/or performs upgrades to end-user devices.
• This position requires the ability to work in a BAU and/or project-based environment requiring flexibility and teamwork.
• Performs other duties as assigned.

Technical Skills:

• Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other well-known applications.
• Administration experience with Azure, Intune, MS Active Directory users & groups, policies, and management concepts.
• Strong verbal and written communication skills.
• Basic working knowledge of LAN technologies and hardware.
• Ability to technically support video conferencing equipment.

Physical Requirements(Due to nature of job, The candidate must have):

• Ability to travel to remote locations.
• Ability to drive own vehicle to different locations to support end users.
• Ability to move equipment associated with service requests in line with health and safety guidelines.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities