IT Field Technician in Maryland

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
• Identify, investigate, resolve, and follow-up on problems brought to the helpdesk by users of cloud infrastructure
• Modifies, moves, and installs new equipment
• Performs technical tasks and provides site support.
• Performs integrity testing and interviews customers to gather information about problems
• Will interface with our Tier 2 technical support team and our Availability Management team to escalate any issues that require additional assistance to resolve
• Will perform Data Transfer Agent requests to transfer files between networks.

Requirements

TS/SCI...

Job Title: IT Field Support Technician

JOB DESCRIPTION. Summary/Objective

Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

Essential Functions:

1.Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.

2.Assist with identifying problems and providing potential resolutions.

3.Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels.

4.Tracks issues using company approved ticketing system. Maintains historical records and related problem...