Field Support Technician

Job Title: Field Support Technician

Job Location: Waltham, MA

Job Type: Contract

Pay Range: $19.00hr - $24.00hr

Job Overview:

The candidate will be required to provide Deskside / OSS / FSO technical support for Desktop PCs, Laptops, Tablets, Smartphones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation, troubleshooting, and related technologies.

Responsibilities:

• Provide Deskside / OSS / FSO technical support for Desktop PCs, Laptops, Tablets, Smartphones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation, and troubleshooting.
• Provide a high level of customer satisfaction with strong verbal and written communication skills.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics and deliver user requirements while maintaining standards and SLAs.
• Accurately test, identify, prepare, repair, resolve, and document end-user technical issues relating to desktop support, including Desktop PCs, Micro PCs, Thin Clients, Laptops, Tablets, Smartphones, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Provide 2nd line IT support to the business community, ensuring all requirements are met within agreed service level agreements.
• Work on customer tickets to ensure timely delivery of service along with regular, professional, user-facing updates.
• Provide infrastructure administration functions.
• Provide on-site coverage as part of a shift arrangement.
• Deliver support in line with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshoot and resolve software issues, including OS imaging/reimaging and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end-user support requests and service requests utilizing a ticketing system to track tickets and provide up-to-date status and information.
• Ensure regular customer interaction to adhere to update SLAs and maintain high levels of customer service.
• Provide daily ticket updates to keep users fully informed.
• Move equipment associated with service requests in line with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end-user training and guidance on the use of hardware and software.
• Recommend and perform upgrades to end-user devices.
• Work flexibly in a BAU and project-based environment utilizing teamwork.
• Perform other duties as assigned.

Skills Required:

• Excellent skills in user IT infrastructure, including Desktops, Laptops, Printers, Handhelds, and Smartphones.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other enterprise applications.
• Administration experience with Azure, Intune, and Microsoft 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.

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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