Under supervision of the Director of Technology, the Field Service Technician will be responsible for providing onsite and remote support for our campuses. As the Field Service Technician, you will support computer systems including computer hardware, software, and deployments. Identify and resolve technical issues utilizing effective problem-solving processes. Focused on identifying customer needs and maintaining customer satisfaction.

SCOPE AND COMPLEXITY
The Field Service Technician provides support to students, faculty, and staff in response to user generated tickets in a prompt and timely manner. Maintains and administers the computer systems and peripherals within established standards and guidelines. Understands commonly used concepts, practices, and procedures in the maintenance of the computer systems. Technology includes computers, printers, a variety of audio, visual equipment, telecommunications, networking equipment, and applications. The position requires strong interpersonal skills, prioritization skills, problem-solving skills, an attention to details and a high degree of technical aptitude. This position utilizes one-on-one or remote assistance to end users. The Field Service Technician should be a self-directed and highly motivated learner who is aware of technology trends and has the desire for continuous learning.

ESSENTIAL FUNCTIONS:

• Install, configure, upgrade, and troubleshoot computer hardware and software.
• Must be able to work unsupervised; self starter.
• Self motivated to take ownership of projects and issues, following through to closure and resolution
• Works collaboratively within the IT Team and other project teams to achieve team goals and outcomes. Mentor other team members in areas of personal expertise.
• Provides measurable customer service for IT Team. Ability to prioritize request from multiple sources and meet customer requirements.
• Perform other duties as assigned

This position reports to the Technology Director/Executive Director of Business Operations

Required Qualifications:

Requires the ability to read, write and speak effectively in English

Must have a passion for delivering exceptional customer service

Must possess good interpersonal and communication skills both verbally and in writing including knowledge of basic grammar, spelling & punctuation.

Requires the ability to work with professionals and maintain confidentiality standards. Problem solving skills are strongly preferred.

Must have strong Windows 10 and Chrome Device experience

Must be able to communicate clearly, both orally and in writing with the User Community, teammates and technical personnel

Knowledge of LAN/WAN, TCP/IP, DHCP, DNS, WINS, CAT 6

Must be able to lift at least 50 lbs

EDUCATION:

Requires an Associates Degree in Computer Science or related field; or an equivalent combination of training and progressively responsible experience that will result in the required specialized knowledge and abilities to perform the assigned work.

Required Education

• Associates or better in Computer Science or related field

Required Licenses & Certifications

• IVP Fingerprint Card

Behaviors

Preferred

• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

• Self-Starter: Inspired to perform without outside help
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Education

• Associates or better in Computer Science or related field

Licenses & Certifications

• IVP

Behaviors

• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Self-Starter: Inspired to perform without outside help
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals