IT Field Support Technician

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IT Field Support Technician

Classificion
Non-Exempt

Reports to
IT Field Support Manager 

JOB DESCRIPTION

Summary/Objective
Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locions. Expertise to resolve user problems presented from the Nional Operions Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

Essential Functions

1. Answers, evalues, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.
2. Assist with identifying problems and providing potential resolutions.
3. Coordines with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documention to meet expected service levels.
4. Tracks issues using company approved ticketing system. Maintains historical records and reled problem documention.
5. Work alongside PMO, Asset Management or any other departments to upde and maintain hardware and software standards.
6. Brainstorms with team members and SMEs to resolve more complex problems. Escale issues to Staff Technician th require further technical assistance in resolution.
7. Regularly communices with team and leadership of potential trends, significant problems and individual market requests.
8. Maintains up to de knowledge of company software, hardware and approved documented procedures.
9. Schedules preventive maintenance on company owned vehicle.
10. Escale and schedules vendor services as necessary.
11. Installion and troubleshooting of WAN/LAN, C 6e cabling.
12. Manage and track inventory stockroom(s) for designed territory according to team standards.
13. Responsible for expense records and reports for company provided procurement card.

Competencies

1. Initiive: Spotting opportunities within a circle of influence; anticiping thres and acting on them; self-starting rher than waiting passively until the situion demands action.
2. Oral Communicion: Shaping and expressing ideas and informion in an effective manner.
3. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
4. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
5. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
6. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job is in a store/retail environment.

Physical Demands
Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to stand for long periods of time. Must be able to lift to 75 lbs. Must be able to drive. Must be comfortable working on a 6-15ft ladder when necessary.

The physical demands described here are representive of those th must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work
This is a full-time position th requires On-call responsibilities. Days and hours of work are typically Monday through Friday, but will also include daytime non Monday through Friday, nights and weekends, roting or changing shift, or retail schedule/hours.

Travel
30-60%

Required Educion and Experience

1. HS diploma
2. Minimum 3 years verifiable technology support

Preferred Educion and Experience

1. Two or four year degree
2. Industry certificions a plus
3. Understanding of ITIL

Additional Eligibility Qualificions (Knowledge, Skills, Abilities)

1. Ability to deal with stress and changing priorities.
2. Excellent organizional skills with the ability to work calmly under pressure, multi-task, and prioritize.
3. Excellent interpersonal skills with the ability to work both independently and as part of a team.
4. Strong troubleshooting skills
5. Must possess a valid US driver's license with a clean driving history for the past 3 years.

AAP/EEO Stement
Reasonable accommodions may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities th are required of the employee for this job. Duties, responsibilities and activities may change any time with or without notice.

$23-$33 an hour

#2024MG

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