Field Service Technician I

About the Role

The Field Services Technician is responsible for the day-to-day operational support of the end user community through the installation, configuration, upgrade, and maintenance of workstation and peripheral equipment. This includes the resolution of problems reported by the Customer Support Center and the implementation of new functionality.

Key Responsibilities

• Problem Solving: Effectively assess, diagnose, and resolve basic configuration and hardware problems. Quickly and efficiently resolve problems assigned by the Customer Support Center. Assess overall performance of workstations and implement standard maintenance procedures to maximize performance.
• Workstation Software: With supervision, install, configure, and maintain operating system software on client workstations. Provide support on basic features of application software. Install, configure, 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.
• Workstation Hardware: With direction, install, configure, and maintain hardware for client workstations, including processors, memory, hard drives, modems, video cards, monitors, peripherals, and CD-ROM drives.
• LAN Administration: With supervision, stop and restart services, shutdown and restart operating system software on Windows NT, 2000, and Novell servers.
• Network Administration: With supervision, Telnet to local LAN switches and Hubs, 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.
• 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 to receive support information or assistance.
• Documentation: Produce and maintain technical documentation on assigned systems.
• Reporting: Produce required department reporting associated with projects and problems.
• 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 that promote exceptional customer service.
• Other: Perform other duties and special projects as assigned by the Market Operations Manager.

Requirements & Tech Stack

• High School Diploma
• Strong communication and human relationship skills
• Experience with workstation and peripheral installation, configuration, upgrade, and maintenance.
• Experience with problem assessment, diagnosis, and resolution.
• Experience with operating systems including DOS, Windows v3.11, Windows 95, Windows 98, NetWare, Windows NT, and Windows 2000.
• Experience with client workstation hardware components.
• Familiarity with LAN administration tasks (e.g., stopping/restarting services, shutdowns/restarts on NT, 2000, Novell servers).
• Familiarity with Network Administration tasks (e.g., Telnet to switches/hubs, activating ports).
• Familiarity with telecommunication systems support.

Qualifications

• 0 - 1 years of experience
• None