Managed Services Field Technician - Aunalytics

Position Overview

As a Managed Service Field Technician, you will be working to image, setup, and deploy PCs for our client partners. You will be responsible for providing much of the on-site technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. NOTE - this role is an in-person role, five days per week plus occasional after hours and weekend responsibilities.

Essential Duties & Responsibilities: 

Provide Multi-Client Support:

• Interact and listen to clients with kindness and patience
• Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices
• Troubleshoot and support: Microsoft Windows Desktop & Server, Microsoft Office, Networking, firewalls, Active Directory, DNS, DHCP, Group Policies
• Execute on-site installations of hardware, software, and network systems
• Troubleshoot hardware and software issues remotely or on-site to ensure minimal downtime for clients
• Travel to remote sites as needed to provide excellent support solutions to business needs (including after hours or as needed)

Manage Incidents and Requests:

• Log, categorize, prioritize, and diagnose incidents
• Provide workarounds where necessary and escalate complex issues to the appropriate team

Maintain Communication and Documentation:

• Process desired service requests/change requests by completing necessary documentation following procedures for unaccustomed users, terminated users, departmental, and organizational changes
• Create and maintain accurate documentation for on-site installations and configurations
• Train end-users and prepare training materials on hardware and software use
• Provide guidance and training to clients on new systems, software, and best practices for IT usage

Uphold Service Level Agreements (SLAs):

• Ensure that support services meet the defined SLAs

Physical Requirements:

• Lift and carry up to 50 pounds of equipment and peripherals
• Perform tasks that may require bending, stooping, reaching, climbing ladders, and standing for long periods of time
• Complete other duties as assigned by leadership

Required Skills: 

• Minimum of one year of experience in IT support, on-site installations, and help desk functions (MSP experience preferred)
• CompTIA A+ Certification is required or must be obtained within 6 months of hire
• Thorough knowledge of computer systems and IT components
• Strong attention to detail and ability to follow processes and procedures
• Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup) using RMM and other dashboard tools
• Experience working with Active Directory and ticketing systems
• Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels of technical knowledge
• Resourceful in getting things done, self-starter, productive working independently or collaboratively – ours is a fast-pace entrepreneurial environment with performance expectations and deadlines
• Inquisitiveness and an eagerness to learn modern technologies and apply concepts to real world problems
• Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations - REQUIRED
• Share our values: growth, relationships, integrity, and true grit 

What's in it for You? 

• Opportunity to work with a rapidly expanding tech company in the booming field of analytics and IT infrastructure alongside some of the brightest minds in the industry
• Opportunity to work with cutting-edge technology in a casual, fun environment
• Opportunity to be a part of a local company committed to making a difference in our community
• Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan