Job Description
Service Area: Brandon & Jackson, MS
Job Summary:
The Field Technician is responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze issues, isolate problems, and implement solutions. The right candidate will be comfortable communicating with customers and have a good understanding of business technology.
Essential Functions:
* Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals.
* Provide customer support using remote connection software.
* Provide thorough documentation on each customer interaction.
* Prioritize ticketing system flow by following SOPs and KB articles for resolution.
* Meet or exceed KPI goals.
* Troubleshooting of the following, though not limited to:
o Advanced desktop issues
o VPN connectivity
o Entry-level server support
o Hardware issues
o Line of business support
* Execute all aspects of repair, maintenance, and security, including physical cleaning of components and detailed software diagnosis.
* Perform physical networking functions such as running networking cables between computer stations, servers, and hubs.
* Analyze and investigate problems.
* Install physical equipment (i.e., networking patch panels, racks, or rack enclosures).
* Repair, substitute, or replace faulty hardware as necessary.
* Repair, install, reinstall, or reprogram software as necessary.
* Test and error-check solutions.
* Backup data as necessary to restore functionality.
* Provide recommendations for the general health of the equipment.
* Provide technical documentation and/or materials upon request or as necessary.
* Follow up with customers after the solution has been implemented.
Required Skills/Abilities:
* Practical knowledge of assembly, disassembly, and maintenance of all hardware components.
* Practical knowledge of Windows OS, including installation, recovery, setup, and updating.
* Practical knowledge of anti-virus, security, and firewall technologies, including installation, setup, recovery, and updating.
* Practical knowledge of major software suites for office use, including Microsoft Office.
* Reasonable knowledge of server applications such as Active Directory, Exchange, and MS Server.
* Troubleshooting skills in operating systems versus hardware components.
* Troubleshooting skills in spyware, anti-virus removal, and spam control.
* Troubleshooting skills in Windows OS installation and reinstallation.
* Troubleshooting skills in failed hardware identification.
* Valid Driver's License.
Education and Experience:
* A+, Net+, and Sec+ certifications, or equivalent experience.
* Experience with all modern operating systems.
* Deep understanding of business networking.
* Deep understanding of Active Directory, Group Policy, File Sharing, etc.
* General understanding of technology related to small-medium businesses.
* Virtualization experience is a plus!
Physical Requirements:
* Consistent hand and finger dexterity necessary to operate computer equipment.
* Consistently required to sit, stand, walk, talk, hear, and see.
* Routine use of hands to type.
* Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch.
* Occasional need to walk around the office.
* Consistent vision abilities required; close vision, depth perception, and ability to focus.
* Ability to travel dependent on company needs.
* Occasional need to lift and/or move up to 30 pounds.
Work Environment/Conditions:
* The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).
* Work is in an open office environment with steady conversation and interruption.
Travel Requirements: Onsite to local client’s premises.
Benefits:
* Incredible company culture.
* Medical/Dental/Vision health plans.
* HSA/FSA participation based on insurance plan.
* PTO/Sick/Holiday pay.
* Ability to contribute to Long-term and Short-Term plans.
* Dependent Care FSA.
* Paid Parental Leave.
* 401K participation.
* Explosive company growth.
Affirmative Action/EEO statement:
It is the policy of The 20, LLC. to offer Equal Employment Opportunity to all qualified applicants, regardless of creed, genetic information, or any other status protected by federal, state, or local laws.
The statements contained in this job description are intended to describe the general nature and level of work performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.
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