Field Support Technician

Job Title: Field Support Technician

Job Location: Hendersonville, NC

Job Type: Contract

Pay Range: $20.00hr - $25.00hr

Job Overview:

Our client is seeking a Field Support Technician with a minimum of 3 years of relevant experience. The position requires hardware support capabilities across desktops, laptops, Windows, Apple, and Android tablets, network and desk printers, smartphones, desk phones, and audio/video conference room devices. Supported software tools include Windows OS, MS Office, Office 365, Mac OS, and ticketing systems such as ServiceNow for incident management, service request management, AMDB, CMDB, and knowledge management.

Skillset:

• Ability to disconnect and reconnect computer workstations, peripherals, and phone equipment.
• Hands-on experience with imaging and reimaging Windows operating systems for desktops and laptops.
• Safely move equipment point to point using wheeled carts and vehicles.
• IMACD and asset inventory experience.
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, and solve common issues.
• Ability to use remote desktop connectivity applications.
• Working knowledge of imaging utilities such as Ghost, SCCM, and related tools.
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing systems to accept assignments, document work events, complete requests, and verify customer satisfaction.
• Ability to provision and support wireless devices including BlackBerry, Android, and iPhone.
• Demonstrated proficiency in Microsoft operating systems and Microsoft applications.
• Demonstrated proficiency in desktop software installation and troubleshooting.
• Working knowledge of Microsoft Active Directory and Group Policy Objects (GPO).
• Strong customer service skills.
• Strong troubleshooting skills.
• Significant, demonstrated experience with Microsoft Windows operating systems including Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98, and Windows Server 2012, 2008 R2, 2008, 2003, and 2000.
• Functionally capable with Apple OS X.
• Advanced troubleshooting skills with hard drive encryption software.
• Advanced level skills in the Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook configuration issues with Exchange.
• Strong client-side remote access troubleshooting skills.
• Demonstrated strong skills supporting printers in an enterprise environment.
• Advanced knowledge of client-side management tools including Microsoft Active Directory, GPO, and System Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles.
• Strong software installation and support skills.
• Disciplined, systematic problem-solving skills.

IMACD Tasks and Responsibilities:

• Troubleshoot and resolve end-user IT issues involving PCs, mobile phones, printers, and other IT devices in the user environment.
• Support Installation, Move, Add, Change, and Disposal (IMACD) requirements.
• Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for EUC equipment, software, and related services at designated sites.
• Coordinate, plan, and schedule IMACDs with all affected IT functions.
• Coordinate all internal and external functions and activities to achieve high-quality execution of IMACs, meet service levels, and minimize operational interruption.
• Recreate and document processes to enable IMAC execution for software and equipment components, obtaining approval for documentation.
• Maintain and reference authorized approval lists for IMAC and project IMAC service requests.
• Receive IMACD-related service requests from authorized users and validate requests for correctness and proper authorization.
• Communicate with authorized users regarding issues with service requests and resolve or escalate appropriately.
• Coordinate and communicate with designated personnel or third parties concerning scheduling and requirements.
• Conduct or confirm site surveys to determine locations and special requirements for IMAC execution.
• Coordinate physical space requirements based on site survey reviews.
• Confirm availability of equipment, software, parts, network connectivity, cabling, or other necessary services prior to scheduled IMAC dates.
• Confirm new and existing equipment and software configurations associated with the IMAC.
• Validate installation and de-installation procedures including backup, contingency, and testing procedures.
• Schedule and dispatch appropriate technicians and third-party vendors to IMAC locations.
• Maintain professional and positive communication to engage end-users and support organizational operations.
• Cancel network transport services that are no longer required following IMACD completion.
• Due to nature of job The candidate must have Ability to move, lift, and carry up to 50 lbs of weight.

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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