Field Service Technician I

About the Role

The Field Services Technician is responsible for day-to-day operational support of the end-user community through the installation, configuration, upgrade, and maintenance of workstation and peripheral equipment. This includes resolving problems reported by the Customer Support Center and implementing new functionality. Documentation and adherence to organizational policies, procedures, and standards are important. The role requires delivering high-quality, cost-effective solutions to all user levels, supporting both technology and processes, and contributing to the business goals of the Department, Information Services Organization, and the organization as a whole.

Key Responsibilities

• Problem Solving: Assess, diagnose, and resolve basic configuration and hardware problems. Resolve problems assigned by the Customer Support Center efficiently. Assess workstation performance and implement standard maintenance procedures.
• Workstation Software: With supervision, install, configure, and maintain operating system software on client workstations. Support basic application software features, including initiation, logging on, navigation, and termination. Understand a subset of organizational configurations. Install and maintain multiple workstation operating systems, including DOS, Windows v3.11, Windows 95, Windows 98, NetWare, Windows NT, and Windows 2000. Install and maintain software images for client workstation management.
• Workstation Hardware: With direction, install, configure, and maintain client workstation hardware, including processors, memory, hard drives, modems, video cards, monitors, peripherals, and CD-ROM drives. Possess the necessary skills and knowledge in client workstation technology.
• LAN Administration: With supervision, stop and restart services, and shut down and restart operating system software on Windows NT, 2000, and Novell servers.
• Network Administration: With supervision, Telnet to local LAN switches and Hubs, and activate ports for workstations and printers.
• Telecom: With supervision, assist in the support and maintenance of telecommunication systems, capable of providing dial-tone to the desktop.
• Desktop Hardware and Software: With direction, install, configure, and maintain hardware and software.
• Communications: Demonstrate strong communication and human relationship skills.
• Inventory Management: Track and document hardware and software inventory.
• Standards: Install, configure, and maintain standards associated with workstation and peripheral procedures and documentation.
• Policies and Procedures: Follow established policies, procedures, and standards defined by the department.
• Vendor Management: Contact vendors regarding service issues for support information or assistance, as instructed by the supervisor.
• Documentation: Produce and maintain technical documentation on assigned systems.
• Reporting: Produce required department reporting associated with projects assigned by the manager and problems assigned through help desk queues. Documentation includes current status and problem documentation summaries within the problem management system.
• Project Management: With supervision, execute priorities, understand business applications, answer technical questions, and perform assigned tasks. Serve as a resource to the project team for assigned client applications.
• Teamwork: Maintain and demonstrate good teamwork on assigned projects.
• Customer Service: Provide effective customer service by being courteous, polite, and friendly. Acknowledge customers immediately to determine needs and help resolve issues or requests. Participate in departmental programs promoting exceptional customer service.
• Other: Perform other duties and special projects as assigned by the Market Operations Manager.

Requirements & Tech Stack

• Operating Systems: DOS, Windows v3.11, Windows 95, Windows 98, NetWare, Windows NT, Windows 2000
• Networking Tools: Telnet
• Hardware Components: Processors, memory, hard drives, modems, video cards, monitors, peripherals, CD-ROM drives
• General IT: Workstation installation, configuration, maintenance, problem-solving, LAN administration, network administration, telecommunications support, desktop hardware and software management, inventory management, technical documentation, reporting.

Qualifications

• High School Diploma
• 0 - 1 years of experience
• No licenses, registrations, or certifications required.