Field Services Technician I

The Field Services Technician I on our Field Services team reports directly to the Field Services Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.

Responsibilities

• Perform Return-to-Service (RTS) activities.
• Provide break-fix incident support and service request fulfillment on-site.
• Install and uninstall software, hardware, computers, and peripherals specific to break-fix.
• Image and re-image new and existing computers.
• Partner with other areas within BEA to update asset tracking.
• Device support for break fix, and new provisioning of, services for desktop, laptop, tablet, virtual machine, mobile device, smartphone, collaboration equipment, etc.
• Maintenance of an inclusive knowledge base of common resolution techniques for Windows.
• Participate in root cause analysis with BEA Tier 3 teams.
• Coordinate with other in-scope functions of this statement of work and IM Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed so technicians can perform their work.
• Technicians shall make a reasonable effort to verify that non-standard hardware and software is in working order.
• Record, assign, and track through completion all end user variance requests to standard configurations.
• Remain interface for the user throughout the variance process. Variance requests shall be approved prior to the Subcontractor performing work on the device.
• When working on a computer, ensure that it has the standard configuration (i.e., joined to the domain, antivirus installed and running, in NIC, etc.).
• During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing. This means ensuring Microsoft Office products and other standard applications are functioning.
• Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., delivery of parts is delayed, other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
• Communicate with the user frequently with status updates. Exceptions would be for future scheduled events such as a conference support or a loaner laptop reservation.
• Tickets and resolutions are reviewed by mentor and/or Technical Lead daily and weekly, as needed.
• Always maintain a professional and courteous demeanor providing timely, respectful, and thorough customer service. Communicate with the most appropriate method to team members and client.

Requirements

• High School Diploma or equivalent and at least 1 year of Technical Support experience
• Knowledge and ability to utilize computers and related technology efficiently
• Excellent customer service skills
• Basic hardware troubleshooting and problem-solving skills
• Experience with Microsoft Windows operating systems and products

Preferred Qualifications

• Tier 1 Apple certifications
• CompTIA A+ certification
• Linux platforms

Essential Functions

Physical, mental and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA's), work reference materials, troubleshooting guides; hearing sufficient to conduct in person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; emotional ability to work respectfully and professionally with team mates and customers in a fast paced and at times stressful situations; physical agility to push/pull, squat, twist, turn, bend, stoop to reach overhead; physical mobility sufficient to move about the work environment (office, district) and drive an automobile; physical strength sufficient to lift 40 pounds; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air conditioned space; mental acuity to collect and interpret data, define and solve common problems. Regular and consistent attendance is required.

CRI Advantage provides flexible benefit packages to fit employee and family needs. Benefits are effective from the first day of employment. Medical (PPO and HDHP plans), Dental, Vision, STD, LTD, Life and AD&D Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) Paid Time Off (PTO) accruals, Paid Holidays, and for some roles - sick leave 401(k) with employer match Employee Assistance Program (EAP) Discount Rewards Program.