IT Field Service Technician

Job Description

Salary: $60,000 - $75,000 commensurate on experience

Service Area: Santa Cruz, CA, San Jose, CA

Job Summary:

Field technician is similar to a bench technician AND must be able to adapt and address all aspects of the computing environment. Technician should have the ability to communicate with customer the solutions. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Essential Functions:

Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals

Provide customer support using remote connection software

Provide thorough documentation on each customer interaction

Prioritize ticketing system flow by following SOPs and KB articles for resolution

Meet or exceed KPI goals

Troubleshooting of the following, though not limited to:

Advanced desktop issues

VPN connectivity

Entry-level server support

Hardware issues

Line of business support

An onsite PC technician should be capable to execute all aspects of repair, maintenance and security to include everything from physical cleaning of components, to detailed software diagnosis

The technician’s duties also include physical networking functions such as running networking cables between computer stations, servers, hub for the purposes of networking computers

This requires mechanical knowledge of wiring schema, tools, and layouts with regards to how wires are run in ceilings, walls and fixtures

Analysis and Investigation of problems

Installing physical equipment (i.e. networking patch panels, or racks or rack enclosures

Repair, substitution or replacement of faulty hardware as necessary

Repair, installation, reinstallation or reprogram of software as necessary

Testing and error checking of solutions

Backup of data as necessary to restore functionality

Provide recommendations as necessary for the general health of the equipment

Provide technical documentation and/or materials upon request or as necessary

Follow-up with Customer after the solution has been implemented

Required Skills/Abilities:

Practical knowledge of assembly, disassembly and maintenance of all hardware components

Practical knowledge of Windows OS to include installation, recovery, setup and updating

Practical knowledge of all anti-viral, security and firewall technologies including installation, setup, recovery and updating

Practical knowledge of most major software suites for office use including Microsoft Office,

Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server

Trouble shooting skills in operating systems vs. hardware components

Trouble shooting skills in spyware, anti-viral removal and spam control

Trouble shooting skills in Windows OS installation and reinstallation

Trouble shooting skills in failed hardware identification

Valid Driver's License

Preferred Education and Experience:

A+, Net+, and Sec+ certifications, or equivalent experience

Experience with all modern operating systems

Deep understanding of business networking

Deep understanding of Active Directory, Group Policy, File Sharing, etc.

General understanding of technology related to small-medium businesses

Virtualization experience is a plus!

Physical Requirements:

The physical requirements below describe the essential job functions needed to complete this job.

Consistent hand and finger dexterity necessary to operate computer equipment

Consistently required to sit, stand, walk, talk, hear, and see

Routine use of hands to type

Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch

Occasional need to walk around the office

Consistent vision abilities required; close vision, depth perception, and ability to focus

Ability to travel dependent on company needs

Occasional need to lift and/or move up to 30 pounds

The statements contained in this job description are intended to describe the general nature and level of work.

Work Environment/Conditions:

The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)

Work is in an open office environment with steady conversation and interruption

Travel Requirements: Onsite to local client’s premises

Benefits:

Incredible company culture

Medical/Dental/Vision health plans

HSA/FSA participation based on insurance plan

PTO/Sick/Holiday pay

Ability to contribute to Long-term Disability and Short-Term Disability plans

Dependent Care FSA

Paid Parental Leave

401K participation

Explosive company growth

Affirmative Action/EEO statement:

It is the policy of The 20, LLC. to offer Equal Employment Opportunity to all qualified applicants, regardless of race, color, creed, religion, national origin, sex, age, disability, genetic infuriate, or any other status protected by federal, state, or local laws.

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.

Full-time