IT Field Service Technician 100% On-site

This is a 3-6 month contract to hire position.The Field Service Technician provides face-to-face customer service and is responsible for troubleshooting, diagnosing, repairing, and reconditioning of various IT equipment. This role is expected to demonstrate alignment with the agency’s mission and core business values, collaborate with key internal/external resources as well as participate in ongoing self-development. This position requires initiative, independence, drive, and the ability to work successfully in a fast-paced, dynamic environment with the ability to perform a wide variety of responsibilities. Strong communication skills are an asset that will be helpful while working closely with various teams across the agency.

• Provides onsite and remote IT support for technology and equipment.
• Ensures IT issues are addressed, resolved, escalated, communicated, and tracked while focusing on extraordinary customer service.
• Provides IT hardware, software, telephony, and connectivity support to employees.
• Responds to incoming requests and tickets (e.g., Service Management tools, e-mails, dashboard alerts, chat, telephone calls, voicemail, or onsite) and accurately identifies, diagnoses, and resolves requests and tickets within established SLA standards.
• Escalate requests and tickets as appropriate.
• Updates requests and tickets within the call logging software meeting or exceeding established SLA standards.
• Ensures the health, functionality, and stability of the agency’s equipment.
• Plans and coordinates onsite visits to clinics for proactive maintenance and reactive break-fix issues per established SLA.
• Prioritizes and plans work activities.
• Uses time efficiently.
• Performs repairs of existing equipment and installs IT systems when needed.
• Supports the creation and maintenance of documentation for standard Technical Support policies, procedures, and practices.
• Support Asset Management process by tracking, reporting, and monitoring asset status as required, including tracking of equipment replacements, and validating current state of assets via organizational asset intelligence tools.
• Serves as liaison to various departments to provide troubleshooting assistance when needed.
• Supports projects including but not limited to rollouts and upgrades.
• Exhibits strong work ethic and responsible behavior and maintains the confidentiality of information at all times.
• Performs technical repairs and troubleshooting for IT equipment with minimal supervision.
• Performs troubleshooting and diagnoses of IT equipment malfunctions and failures.
• Tests and verifies proper operation of all repairs.
• Prepares and completes all job-related documents, writes service reports, orders parts, and maintains clear customer records; in addition, accesses databases required to complete job.
• Maintains all agency equipment in a good, clean, and working order.
• Communicates job progress to supervisor and customer as needed.
• Projects professionalism with both internal and external customers, including personal appearance.
• Maintains regular and punctual employee attendance.
• Performs other duties as assigned.
• Demonstrates proficiency with current computer software, related hardware, and basic knowledge of IT systems.
• Demonstrates exceptional skills in customer service.
• Demonstrates planning and organizing skills to prioritize and plan work activities; uses time efficiently; plans for additional resources.
• Demonstrates operation and control skills of equipment or systems.
• Ability to communicate clearly and effectively, both verbally and in writing.

• Analytical skills, professional acumen, business ethics, thorough understanding of continuous improvement processes, problem solving, respect for confidentiality, excellent communication, and presentation skills.

• Bachelor’s degree in computer science, computer engineering, technology information systems or equivalent
• Two years of experience with IT support responsibilities
• Working knowledge of hardware configurations and software applications and/or supporting or deploying IT Equipment.

• Strong customer service
• Strong organizational skills and ability to prioritize work to meet deadlines.
• Strong written and verbal communication skills including documentation and communication of status to end users, vendors, and team members.
• Ability to adapt to changes in the work environment, manage competing demands, and change approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
• Ability to work independently.

• 100% on-site.