Field Technician 2 # JN -062021-66186

Pittsburgh, Pennsylvania
Industry: Helpdesk / Tech Support / Field Technician
Job Number: JN -062021-66186

Job Description:           


  • Provide prompt and accurate technical support, ensuring a high level of customer satisfaction and adherence to Service Level Agreements (SLAs)



  • High School Degree and Bachelor’s degree in related technical field or equivalent education/experience
  • Certifications to include A+, Security +, Net+, Microsoft, and Dell (certain certifications will be required within a certain timeframe of employment) – preferred
  • 2-4 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting
  • 3 years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken 


Skills and Competencies: 

  • Ability to demonstrate outstanding customer service skills
  • Strong oral and written communications skills
  • Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision 
  • Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems
  • Ability to demonstrate strong organizational skills and the ability to follow documentation procedures. Must be able to lift and carry computers (approximately 50 lbs.), crawl into tight spaces (such as under desks), and climb ladders as needed to install computers 


Major Job Duties: 

  • Perform desk-side Windows XP workstation support in a networked office environment.
  • Supporting or performing MS Office and Outlook configuration and troubleshooting; software installation and configuration; new user set up; printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; and computer/user moves, adds, and changes
  • Responsible for reviewing trouble ticket queues, documenting support and diagnostic activities, escalating problems as required
  • Accurately and effectively resolving and closing assigned trouble tickets in accordance with SLA requirements

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