For further information please contact our Talent Specialist:
- Navjot at 630 847 1023
- Yukti at 630 847 1340
Location: Painted Post, NY Duration: 12 months (Mon -Fri, 8am - 5pm)
Non-exempt. OT may be applicable
We prefer candidates with:
*Associates Degree (at least)
** 1-year Hardware Experience (beyond imaging/deployment)
- CompTIA IT Fundamentals
- CompTIA A
- CompTIA Cloud
- CompTIA Mobility
- CompTIA Network
- CompTIA Server
The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and remotely from a manufacturing facility in Oneonta, NY. This position requires the candidate to be available for 24/7 on-call coverage. The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
**IMPORTANT** The candidate should also be aware of the following:
- The initial location of the assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.
- The role may require light travel to other facilities for support of their operations. There may also be some light travel as needed for event support and/or remote sites with customers needing assistance.
- The primary role of the Field Services technician is to restore service, NOT root cause analysis. Daily tasks include (but are not limited to):
o Active Directory Administration
o Limited support for corporate mobile devices
o Familiarity with cloud applications (Box, Office365, etc.)
o Troubleshooting Cisco VPN connectivity
o Familiarity supporting Citrix connectivity
o Remediating Symantec Endpoint Protection
o Dameware remote connection/utilization
o Altiris Deployment server utilization
o Asset management skills
o Internet Explorer and various browser(s) support
o Installation/configuration of various Adobe products
o Installation/configuration of Check Point endpoint client software
o Conference Room equipment
o Printer/driver troubleshooting and installation
o ServiceNow utilization
o Cisco WebEx service support
o Box user administration
o Deployment/configuration of standard IP telephony
o Hardware ordering/deployment
o Documentation (records) management
o Knowledge base utilization
o Project interaction
o Customer scheduling/follow-ups
o End-user equipment moves (disconnect/reconnect)
o Multi-team interaction and/or technical roundtable participation
o Standard device imaging via USB/PXE server(s)
o Smart-Hands tasks/functions outside of standard operational work
Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in person. The Corporate Field Services technician will take ownership of follow-up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
About us: DivIHN, the 'IT Asset Performance Services' organization, provides Professional Consulting, Custom Projects, and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization, Specialization, and Collaboration.
DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status.