Field Services Technician II

Pomeroy is seeking a IT Field Service Technician

This position offers:

• A business casual environment.

• Full benefits, including health, vision, dental, 401k and generous PTO!

Essential Duties & Responsibilities:

• Perform IT troubleshooting and break-fix to maintain IT hardware/software support for customers in warehouse/office settings.

• Responsible for multiple large sites working in front office, sales, warehouse, production, and delivery environments.

• Reimaging laptops and desktops

• Managing Active Directory

• Network monitoring with SolarWinds and network infrastructure support

• Working with security software for troubleshooting and maintenance

• Will be required to work on large device deployment projects and network upgrades.

• Have access to a reliable vehicle, keep accurate records for mileage re-imbursement, keep the vehicle properly maintained which includes cleanliness and regular maintenance intervals and maintain a clean motor vehicle record as well as proof of proper insurance coverage.

• Maintain updated ticketing status using a web-based ticketing system.

• Maintain a very high customer satisfaction level. This may include occasional customer account contacts to communicate and resolve issues as needed.

• Work well with others on the team and be a go-to for troubleshooting and inventory knowledge. Has client contact as required to facilitate issue resolution.

• Reporting related to COT/SLA/RST utilization.

• Assist Local Operations Manager with various account support duties.

• Perform inventory corrections and team assistance.

Minimum requirements

• High School Diploma or equivalent is required. AS/BS Degree in a related technical field highly desired

• O365 Suite Knowledge i.e. Outlook, Teams, and OKTA MFA

• Win10 Operating Systems, Lenovo laptops, desktops, and network printers

• Knowledge of reimaging laptops and desktops i.e. with PXE

• Familiarity with ticketing system; preferably ServiceNow, working knowledge to be able to manage ticket queue.

• Knowledge of Configuration Management Console for laptop/desktop remote management

• Knowledge of Mobile Device Management software such as AirWatch and Knox portals

• Knowledge of Networking infrastructure support; knowing server rooms, MDs and IDFs, and what they are. Able to identify network devices in a network rack.

• Knowledge of Cisco switches and routers using Putty APP for CLI purposes

• Exceptional customer service skills.

• Must be safety oriented and possess excellent driving habits and a clean driving record.

• Must possess good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.

• Prior low voltage experience with voice/data cabling experience preferred.

• Excellent verbal and written communication skills, documentation skills and a strong sense of urgency in managing and meeting our Service Level Agreements with our clients. The ability to work in adverse repair/installation environments and diffuse stressful situations.

• Must possess the ability to work independently while being a strong team player when needed.

• Must be willing to work flexible schedule (including some evenings, weekend, and holiday hours) and be on-call. Industry Certifications such as A+, Net+, Server+, or similar are highly desired.

Physical requirements:

• Must be physically able to lift and carry up to 50 pounds, operate from small scissor lifts, and climb a 15' ladder when needed.

• Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed.

Job Type: Full-time

Pay: $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)

• Dental insurance

• Paid time off

• Vision insurance

Schedule:

• 8 hour shift

• Monday to Friday

Application Question(s):

• Do you possess a clean driving record and valid auto insurance

Experience:

• IT Troubleshooting: 3 years (Required)
• IT Break / Fix: 3 years (Required)
• Inventory management: 3 years (Required)
• Hardware installation: 3 years (Preferred)
• Cabling: 1 year (Preferred)
• Ticketing tool: 1 year (Preferred)
• Customer Service: 2 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person