IT Field Support Technician I

Position Overview 

The IT Field Support Technician I primary responsibility is to resolve tickets onsite as assigned and planned out by the Dispatcher.  This is including but not limited to troubleshooting, coordinating and communication with customer points of contact while onsite or remote. At times they will work assigned tickets from the remote ticket queue as directed. A successful IT Field Support Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite. The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening and critical thinking skills. 

Primary Responsibilities

• Works tickets in order of assignment and plan by the Dispatcher. 
• Effectively preps all hardware according to TechMD process & standards to ensure minimal downtime to customer.
• Uses time as effectively as possible to assess, plan and resolve Tier 1 issues on site. 
• Communicates effectively with all necessary team members to resolve issues in a timely manner. 
• Works closely with teammates and customers to relay critical information to and from technicians and customers.
• Follows all Standard Operating Procedures for position, function, and TechMD.
• Performs miscellaneous job-related duties as assigned by the Technical Team Lead.
• Follows development plan as outlined by leadership.
• Appropriately documents/updates all information for changes in an infrastructure as new changes are identified.
• Required to participate in on-call rotation per TechMD’s On Call Coverage Expectations for location(s) assigned.

Skills and Experience 

• Must have 1-3 years’ experience in a similar position. 
• Must have Entry Level understanding of business systems and networking.
• Recommended at least 1 Entry Level certification. (ex. A+, Net+, CCENT)
• Must demonstrate excellent customer service skills.
• Strong telephone and verbal communication skills are a must. 
• Must thrive in a team environment and demonstrate effective team interaction.
• Must demonstrate the ability to effectively work independently.
• Must have strong organizational, priority and time management skills with the ability to multi-task.
• Must own reliable means of transportation.
• Must have a valid driver's license and be insurable based on a satisfactory motor vehicle report per TechMD's Driving Policy