Field Support Engineer I

Overview of the Position:

The Field Support Engineer I will support the organization with the installation, configuration, and maintenance of all IT End User needs.

Essential Duties and Responsibilities:

• Install and configure end-user equipment: computers, terminals, printers, and phones.

• Build/install OS on PCs.

• Install phones and handle phone system configuration for end-users.

• Install equipment requested and approved by management.

• Reconfigure data connections as employees change work areas.

• Respond to users who have trouble with equipment that keeps them from doing their jobs and resolve issues related to windows errors, VPN connection problems, reset Citrix users, mapping network drives, password changes, install software, basic printer knowledge, etc.

• Collect user data over the telephone or via the computer and verify that users have the proper authorization before giving access to their request.

• Collect problem data including the component affected, the symptoms, date and time of occurrence, a description of the problem, and replicate problems.

• Determine the priorities of each issue and in which order they should be addressed.

• Troubleshoot hardware/network problems.

• Communicate status of issues with users.

• Perform a follow-up on each issue with both the tech and the user.

• Help write procedural documentation and occasionally write new policies.

• Research solutions to problems.

Other Knowledge, Skills, and Abilities:

• Knowledge of: Microsoft Office, Windows Operating Systems, Hardware, Printers.

• Effective interpersonal skills to work with internal and external customers.

• Effective verbal and written communication to collaborate with co-workers in order to find solutions to their IT equipment problems.