Field Services Technician

Field Services TechnicianDuration: 12 months, possibility of extensionPay: $21 hourlySummaryThe Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure, both in-person and remotely from a facility in Client, NY.The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 11 and MS Office Suites (365).Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person.Take ownership of follow-up status and communicate progress regularly to both their customers and leadership (when requested).Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.Required Education/ExperienceAssociate's Degree (preferred), HS Diploma or GED minimum required1+ year Hardware Experience (beyond imaging/deployment)1+ year Customer Service / In-Person Support ExperienceTechnical FocusCustomer EngagementPreferred CertificationsCompTIA IT FundamentalsCompTIA A+CompTIA Cloud+CompTIA Mobility+CompTIA Network+CompTIA Server+Daily Tasks Include (but are not limited to)Active Directory AdministrationLimited support for corporate mobile devicesFamiliarity with cloud applications (OneDrive, SharePoint, Office 365, etc.)Troubleshooting Cisco VPN connectivityFamiliarity supporting Citrix connectivityRemediating Symantec Endpoint ProtectionDameware/LogMeIn remote connection/utilizationMECM Deployment server utilizationAsset management skillsMicrosoft Edge and various browser supportInstallation/configuration of various Adobe productsInstallation/configuration of Check Point endpoint client softwareConference room equipmentPrinter/driver troubleshooting and installationServiceNow utilizationCisco WebEx service supportDeployment/configuration of standard IP telephonyHardware ordering/deploymentDocumentation (records) managementKnowledge base utilizationProject interactionCustomer scheduling/follow-upsEnd-user equipment moves (disconnect/reconnect)Multi-team interaction and/or technical roundtable participationStandard device imaging via USB/PXE server(s)Smart-Hands tasks/functions outside of standard operational workMust be able to lift equipment up to 40 pounds, as required.