IT Help Desk Field Support Technician

If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who’s just interested in another “job” where time is traded for pay.

If this resonates with you, click “Apply” and find out why Famous has been named a Top Workplace every year for over a decade!

The IT Help Desk Field Support Technician provides technical support and hardware management to our expanding network of branches. This position will oversee the lifecycle of branch equipment from acquisition to recycling, including configuration and refreshing. IT Help Desk Field Support Technician also functions as a Tier 2 resource in our Help Desk, focused on branch-specific requests.

This position is based out of Western PA.

Responsibilities:

· Provide phone and desk-side in-person support

· Utilize remote management and vendor partners to deploy technical solutions and resolve issues as needed

· Up to 50% travel is required in our branch footprint. In-branch visits for projects and maintenance will sometimes be necessary

· Participate and lead branch-specific projects to deploy, update and improve technology

· Expand and maintain documentation, practices, and procedures for deploying and maintaining technology in our branches

· Follow run-book procedures when resolving issues and responding to incidents. Provide feedback and improve existing processes and procedures.

· Represent the IT department as “face to the customer”, cultivating relationships with key branch personnel to understand and advocate for their needs.

· Support inventory and asset management process

Technical Skills:

· Microsoft Windows 11

· Solid networking skills/knowledge

· Office 365

· Some MacOS is a plus

· Mobile phone (Android/iOS)

· Jira/Confluence

· VPN (client-side)

· Ability to diagnose and resolve advanced technical issues

· Customer-oriented and service-minded

· Install, configure, and maintain various software applications

· Develop scripts for automation tasks

· Excellent verbal and written communication skills

· Provide Support for video and collaborations issues

Experience:

· 3-4 years of IT Support and/or Help Desk experience preferred, or a combination of experience in wholesale distribution and technology