Associate Field Technician
Company: Gainwell
Location: East Hartford
Posted on: May 3, 2021
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Job Description:
Must possess the proven ability to install and configure new IT
equipment, perform PC Refresh, deploy new hire installs of
equipment, PC moves, retirement and pickup of devices set for
retirement. Wipe drives with proper chain of custody. Basic
inventory management. (HP products primarily used on site). To
resolve incidents and upgrade different types of software and
hardware. Installation of new hardware for customers, such as new
monitors, docking stations, or keyboards. May also include
diagnoses and resolving software and hardware incidents, including
operating systems (Windows 7/10), Windows Administration and across
a range of software applications on the client machine (Office
applications, Outlook, Skype for Business, etc.). Basic printer
troubleshooting and maintenance for all office printers including
daily/weekly/monthly print request processing for high capacity
printers. Some weekend work, OT, and travel may be necessary. Reliable
transportation is a must. Candidates should possess the ability to
schedule their own appointments with the customer via email, IM or
phone or work in tandem with a dedicated scheduling staff/task
assigner. Ability to maintain appointments/customer contact is
required. A successful candidate takes complete ownership of issues and
their assigned tickets by carrying out problem analysis to
implement fixes and computer installations with the aim of
restoring service to the customer as soon as possible; escalating
incidents to other support teams both direct and indirect to
include leads and management where necessary as well as end to end
scheduling operations for tickets assigned directly to them. Must maintain excellent verbal communication skills with the
ability to communicate effectively with technical and non-technical
colleagues at all levels in the organization. Client Site Services
IT Support staff works in a very dynamic, fast-paced environment
which provides services over the phone, through e-mail, and in
person. Essential Job Functions u00a7 Interfaces with end users to resolve problems concerning
system functions reported through a problem ticket. Reviews
information provided, and diagnoses issue based on established
procedures and scripts. Resolves problems by following scripts and
assessing diagnostic information. u00a7 Performs routine install, move, add, and change (ICMS)
activities based upon prescribed procedures and processes.
Escalates unresolved issues or problems. u00a7 Provides technical services in support of project work;
works with project teams to implement defined technical activities,
such as distributing new personal computers or racking network
equipment, in accordance with established guidelines and
procedures. u00a7 Provides basic or routine guidance to client population on
system and products to eliminate recurring errors for smaller or
stand-alone systems/products with minimal coordination. u00a7 Maintains currency regarding routine technological,
product, process and/or other advances, specifically in line of
service, to ensure team performance and achieve team
objectives. u00a7 Supports documentation maintenance by updating information
and changes as directed. Basic Qualifications u00a7 High school diploma or G.E.D. u00a7 One or more years of technical training in computer field
preferred u00a7 Two or more years of technical support experience u00a7 Experience working with company products and operating
systems u00a7 Experience working with solving computer-related technical
problems u00a7 Experience working with the company escalation policy Other Qualifications u00a7 Interpersonal skills to interact with clients and team
members u00a7 Communication skills u00a7 Organization skills to balance and prioritize work u00a7 Analytical and problem solving skills Work Environment u00a7 Client or office environment u00a7 May require shift or weekend work
Must accurately record, update and document requests using the IT
service desk system
Must maintain a first-class level of customer service ensuring that
all customers are treated efficiently and in an appropriate
manner.
Keywords: Gainwell, East Hartford , Associate Field Technician, Other , East Hartford, Connecticut
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