Windows/Mac Field Services Technician at Telesis Corporation in Lemont, Illinois

Job Description:

An onsite, IT Desktop Field Service Technician opportunity in Lemont, IL is available with Belcan. To be considered for this role you must have at least 2-years of hands-on service desk experience (hardware & software).



The primary responsibility of the Field Services Technician is to provide deskside end-user support & service request support. Support will require in-depth knowledge of PC Hardware, desktop Operating Systems options & settings, Laptop Operating Systems & settings, and network functionality. In addition, intermediate knowledge of end-user applications is also required. The desktop technician is the principal owner of the service request as well as the customer"s overall satisfaction.



Field Services Technician job duties

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.


• Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)


• If unable to repair on initial visit, validate the user"s problem and provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired


• Effectively use remote assistant tools, knowledge base, and other tools to diagnose as appropriate and where ever available in the repair customer issues within target time limits


• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete


• Communicate with customer appropriate advice and techniques to avoid future incidents of a similar nature.


• Appropriately document all required information into the call tracking system


• Ensure system is appropriately secured (case is locked, system password protected, etc.)


• Complete site specific preventative maintenance checklist


• Escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints


• Meet required productivity expectations, including Technology Services metrics


• Make every attempt, when appropriate, to resolve service requests remotely.


• Partner with team members to communicate new solutions and assist other technicians when call volume is low


• Contribute to the knowledge base through research of articles, training courses attended, on the job learning, etc.


• Participate in IT projects


• Achieve and maintain knowledge of all applicable site procedures


• Exercise appropriate workflow and time management


• Provide adequate notice for planned absences (two weeks preferred)

Qualifications

• CompTIA A+ Cert or ability to attain within 6 months of your hire date.


• Professional IT support & trouble shooting experience.


• Experience with ITSM tools (ServiceNow, Remedy, Heat, etc.)


• Working knowledge & experience with MS Outlook & MS Office.


• Ability to maintain records & generate reports based on data entry activities


• Thorough, organized, & resourceful in completing tasks independently


• Excellent communication skills, both written & oral.


• Good organizational skills.


• Ability to quickly absorb the business processes associated with the functions & to provide quality assurance checks on the paperwork & the data.


• Comprehensive knowledge of Windows OS (Windows 7,8,8.1,10) & Apple OSX.


• Knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM), JDF Casper.


• Ability to work with remote access tools (RDP, Bomgar)


• Route tickets to 2nd tier support when appropriate, ensuring tickets are addressed in a timely manner


• Follow up on ticket resolution and closure


• Strong troubleshooting capabilities


• Excellent customer service skills


• Candidate will need to have a valid driver"s license and the ability to drive between locations in a college campus style environment.