The IT Field Service Technician is IT s primary customer support interface with end-users. The Field Tech provides PC, network, server and telephone support to end-users at home office, regional office and job site locations. This position will work closely with Bragg Company s Service Desk provider and IT management to support a wide-variety of hardware and software platforms, including: desktops, laptops, mobile devices (iPhone, Android, iPad) servers, printers, peripherals, Windows 10, Active Directory, Bluebeam, MS Office 365, MS Teams, Sharepoint Online and One Drive. Deployed technologies include thin client computing with heavy use of Remote Desktop Services. The Field Service Technician may also be called on to support task/projects outside of their respective local area, for instance temporary support at a branch office or a new job site office setup. The ideal candidate will possess excellent communication, problem-solving and customer service skills.

Job Responsibilities:

• Respond to end-user help tickets, calls and emails, quickly diagnose problems and coach end-users through a wide variety of software and hardware related resolutions.
• Demonstrate excellent customer service skills and a genuine desire to help end-users, plus work well with others in a team-oriented environment.
• Install network equipment, desktops and phone systems at remote job sites and permanent offices.
• Respond quickly to quarantine and remediate PC and network virus/malware infections.
• Collaborate with remote IT team members to build and maintain positive, productive team relationships
• Perform root cause analysis when the Service Desk escalates problems/tickets – ensure that process or configuration changes are communicated to the responsible parties
• Support after hours server updates and maintenance.
• Inventory new equipment and software and perform periodic audits of deployed assets.
• Prepare and publish self-help documentation for common how to problems.

Qualifications

• At least 3 years of relevant work experience required
• Strong written and verbal communication skills are a must
• Tech Savvy – Ability and passion for learning new technology and tools
• Passion for Customer Support – A drive to help end users get what they need to do their jobs the best they can. A sense of satisfaction from helping end users get what they need in a timely manner
• Prioritization Skills – The ability to analyze support requests, and prioritize them based on impact
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks, without getting distracted by email, chat or other ad hoc communication
• A Teacher – Able to teach end users about IT technologies or solutions to their issues in an easy to understand way
• Self-Starter – The ability to actively look for effective tasks to complete in times of low tickets
• Proven mastery of Windows operating systems, including Windows 10 and 11
• Strong working knowledge of Active Directory – ability to create/modify/disable accounts. Ability to write login scripts is a significant plus.
• Proven ability to assist network operations to mount, patch and perform guided operations for network switches, firewall and Wireless devices for new office locations.
• Ability to troubleshoot network connection issues – both wired and wireless.
• Ability to set up smart phones and tablet computers (iPads) for corporate access and basic troubleshooting support.
• Excellent documentation and organizational skills.
• Strong troubleshooting and problem-solving skills.
• Desire to learn new technologies.

Relevant Technologies:

• MS Office 365, including Excel, Word and PowerPoint
• Microsoft Teams, Outlook/Exchange On-line and Sharepoint On-line
• Microsoft Windows Remote Desktop Services
• Microsoft InTune
• Microsoft Defender
• Terminal Services – Thin Client
• Microsoft Active Directory and Windows domain networks
• Meraki network devices, including Switches, Firewalls and WAPs
• Wi-Fi / VPN / Mobile Access
• Datto Autotask for ticket management and TeamViewer for remote support
• Open DNS Web Filtering
• Proofpoint SPAM filtering
• Thorough understanding of TCPIP and relevance of connectivity.

Education

• Microsoft Certified Professional and A+ certification preferred.
• Certified Network Associate credential is a plus.
• High School Diploma or equivalent required. Associate s degree and/ or work towards a bachelor s degree in information technology or related field is highly desired. Bachelor s degree is preferred.

Wage: $35-40/hr