IT Support Traveling Field Technician

Job Description

Job Description

Overview

IT Support Traveling Field Technician

Classification

Non-Exempt

Reports to

IT Field Support Supervisor

JOB DESCRIPTION

Summary / Objective

Works under general supervision of the IT Field Support Supervisor. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the end users through the Support Service Desk.

Essential Functions

• Answers, evaluates, and prioritizes service requests received via telephone, voice mail, email, and in-person for users’ computer performance.
• Problem identification and resolution resource, including answering questions, providing advice, troubleshooting, and following-up to assist users.
• Coordinates user problem resolution with other departments if necessary and tracks and reports recurring problems.
• Logs and tracks issues using problem management database, and maintains history records and related problem documentation.
• Interfaces with end users to acquire, move, add, or change desktop / laptop hardware and software systems and ability to independently analyze the customer requirements and develop appropriate solutions to meet expected service levels Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for more technical assistance.
• Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects.
• Learns current inter-company retail software systems and aid current IT team in support and troubleshooting.
• Coordinates preventative maintenance and vendor services, as necessary.
• Participates in creation and maintenance of IT standards and procedures.Low voltage wire pulling and termination.
• Installing multimedia devices.
• Racking and Stacking network equipment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job is in a store / retail environment

Physical Demands

Must be able to perform repetitious hand / eye movement. Must be able to sit for long periods. Must be able to stand for long periods. Must be able to lift up to 50 lbs. Must be able to use a ladder, Must be able to drive

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type / Expected Hours of Work

This is a full-time position. Days and hours of work are typically Monday through Friday, 8am – 5pm.

Travel

75% or more.

Required Education and Experience

Preferred Education and Experience

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

AAP / EEO Statement

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

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