Field Service Technician Senior - Military veterans preferred

Description

Summary:

The Field Service Technician Senior will provide 24/7 desktop application/hardware support and to include Windows Servers. Advanced understanding of Microsoft Office 365 and mobile device support. The Field Service Technician Senior is responsible for providing the support of one or more core systems such as accounting applications. In addition, analytical and problem-solving skills are critical to troubleshooting and resolving problems. The Field Service Technician Senior is responsible for delivering high quality cost-effective solutions to all levels of users and is also responsible for supporting the business goals and objectives for the Department, the Information Services Organization, and the organization as a whole.

Work Type:

Full Time - On-Site

Major Responsibilities:

• Demonstrate strong knowledge and troubleshooting skills in one or more of the following: client/server application support, end-user device support, back-office database and server operating systems.
• Demonstrate strong customer service, communication and human relationship skills when dealing with customers, fellow associates and vendors.
• Provides advice, guidance, and informal training to users of supported applications.
• Identify and manage intermediate level problems and issues with assigned systems. Utilize standard and ad-hoc procedures to perform problem resolution for system. Use appropriate tools to track and report problem status and escalate in a timely manner.
• Manage moderate level internal projects including tasks, deadlines and reporting.
• Vendor Management – Contact vendors regarding service issues to receive support information or assistance as instructed by the supervisor.
• Participate in departmental programs that promote and deliver strong customer service.
• Demonstrates increasing technical knowledge of the assigned application including relationships of infrastructure and impact to user if unavailable.
• Identify and resolve or escalate any issues or violations to management and other groups, as needed. Understand and adhere to all security policies and procedures relating to systems, data, and physical data center security and safety.
• Maintain a clean, organized and safe work environment.
• Follow established policies, procedures and standards defined by the department. Participate in the development and documentation of procedures for day-to-day tasks within assigned areas of support and maintenance, including the development of processes and procedures for other teams.
• Knowledge of Avaya Phone Systems is desirable but not required.
• Assist other team members by providing second level support and guidance in the absence of the Director of Information System.
• Participate in after-hours technical support on an as needed basis.
• Perform other duties as assigned by management or designee.

Requirements:

 A. Education/Skills

• High School Diploma required.
• Bachelor's degree in computer science or related field preferred, or equivalent experience preferred.
• Ability to speak and understand both English and Spanish languages.
• Project Management.
• Problem solving skills.
• Patience, strong customer service skills.
• Multi-tasking ability.
• Time Management.
• Detail oriented.
• Interpersonal skills. 

B. Experience

• Three to five years’ experience; preferably in an information system environment with technical experience in one or more of the following areas: end user application and hardware support, server maintenance and support, database administration, software implementation and support require.

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