Field Computer Technician - Part Time

Title: Field Computer Technician

Reports To: Operations Manager

Dashed Reports: Account Manager, Network Manager

Anticipated Hours: 9AM to 3:30PM, some weekdays (excluding holidays)
18 to 24 total Hours Per Week, on a set, recurring weekly schedule.
Many employees enjoy how regular and predictable scheduling is here.

Description:

The Field Computer Technician provides end-user device and peripheral support at client sites, as well as assistance with documentation management. In addition, they fulfill internal requests for deployment and day to support projects of the organizations we support. We primarily support schools, so Chromebooks, iPads, Windows and Mac laptops, interactive boards, printers, etc, will be the typical devices supported. Many candidates are not familiar with every one of these tools in detail when they come in, which is ok, but you will be expected to develop meaningful knowledge and expertise in the products at site over time. We're working in schools mostly, it's fair to assume you'll be regularly learning new things about new systems and products. Specific certifications are not required, but the ability or current preparation to pass an A+ exam is a good indicator of appropriate knowledge for this role.

Requirements:

1. Excellent written and verbal communication skills in English.

2. Personable, professional demeanor when interacting with clients

3. Professional demeanor when interacting with colleagues

4. Consistent, meticulous documentation of details regarding issues, tickets, conversations, technical research, and and work performed

5. Adherence to procedures and processes as outlined in employee resources

6. Ability and desire to learn new technical skills, technologies, and field-relevant information

Beneficial Qualifications:

1. Self-directed behavior in moving issues to next action

2. Productivity-seeking behavior in moving independently to next available tasks

3. Willingness to request assistance and escalate issues, and discretion to identify same

4. Technical aptitude for troubleshooting

5. As much technical knowledge as possible as related to the field

Regular Duties:

1. Go to client sites according to pre-established, set, regular schedule. The schedule is established usually weeks to months in advance (regularly scheduled full-day visits, not dispatch)

2. Check and parse out to tickets for sites assigned, and as assigned by supervisor

3. Escalate any outage or other urgent requests to relevant teams/personnel following escalation procedures

4. Check N-Able or similar NOC tools to identify any sites with new flags or issues, and escalate to relevant teams (or begin site down procedures)

5. Perform work on end-user devices and tickets, such as backups, imaging, software installations and updates, physical moves and dis/reconnects of equipment and peripherals

6. Document work performed in tickets and other documentation standard locations, such as CCRM

7. Document and annotate assigned locations and equipment sets, such as network closets, under the direction of supervisor

Intermittent and As-Assigned Duties:

(Unless directed otherwise, these are of secondary importance to regular duties)

1. Provide data research, validation, and documentation, as part of larger projects requested by other teams. In example: collect firewall content-filtering expiration dates by logging into local or remote firewalls and noting license expiries.

2. Update passwords and site documentation, as tickets, projects, and other inputs may modify there status in SBTC’s documentation database. This is a shared responsibility, but is expected for projects/tickets/sites you are interacting with on an ongoing basis.

3. Reporting, documentation generation, and other communications as requested, as fulfil helpdesk procedures requirements, and as outlined in the Documentation Requirements section.

Atypical Duties and NFP Environment:

SBTC is a non-profit organization, and by this fact, we will always have plenty to do internally as well as for clients. All employees, including senior staff, may have occasional irregular, atypical, out-of-scope tasks asked of them. For example, when once a year hundreds of devices arrive on pallets, it is ‘all-hands-on-deck’ for those people at the office to set those up.

If you are uncomfortable with a particular task, or unable to perform it for extenuating circumstances, by all means notify your direct report at the time. All tasks are assumed to be offered and engaged in a sense of team and community spirit.

Documentation Requirements:

1. Provide work summary reports to Direct Report

2. Provide inputs and responses in support of procedures for other personnel, such as responses to weekly check-infrom site lead.

3. Provide detailed, thorough documentation of events, procedures, messages, images and other artifacts, and attempts and resolution of technical issues in tickets.

4. Provide detailed time logging / tracking of work performed, on-time sheets, and for projects as assigned

Remote Work Provisions (On-Site Position):

1. This position performs its functions primarily on-site. Some extremely limited remote-work opportunities may exist for this position, but will be rare exceptions (literally the occasional 'snow day'), rather than regular assignments or schedule.

2. Remote-work is a privilege extended to employees capable of performing the duties of their position without compromising quality or quantity of work

3. Poor performance remotely may result in employee losing remote-work privileges

4. Remote employees will be issued an SBTC laptop, to be returned on cessation of employment, as well as SBTC-licensed software for telephony and other work functions. The software tools used by SBTC are non-optional, as they are some of the primary means of actually performing work (such as telephony software to join phone queues). Other minor accessories, such as USB headset, will be furnished if employee requests them, though many employees choose to use their personal devices/equipment as a function of personal comfort.

5. All employees may be asked to come to the office occasionally, such as for quarterly staff meetings. This is an opportunity to meet and interact with co-workers, and physical attendance is very strongly preferred.