IT Field Service Technician

Pomeroy is seeking a IT Field Service Technician

This position offers:

• A business casual environment.
• Full benefits, including health, vision, dental, 401k and generous PTO!

Essential Duties & Responsibilities:

• Perform IT troubleshooting and break-fix to maintain IT hardware/software support for customers in warehouse/office settings.
• Responsible for multiple large sites working in front office, sales, warehouse, production, and delivery environments.
• Reimaging laptops and desktops
• Managing Active Directory
• Network monitoring with SolarWinds and network infrastructure support
• Working with security software for troubleshooting and maintenance
• Will be required to work on large device deployment projects and network upgrades.
• Have access to a reliable vehicle, keep accurate records for mileage re-imbursement, keep the vehicle properly maintained which includes cleanliness and regular maintenance intervals and maintain a clean motor vehicle record as well as proof of proper insurance coverage.
• Maintain updated ticketing status using a web-based ticketing system.
• Maintain a very high customer satisfaction level. This may include occasional customer account contacts to communicate and resolve issues as needed.
• Work well with others on the team and be a go-to for troubleshooting and inventory knowledge. Has client contact as required to facilitate issue resolution.
• Reporting related to COT/SLA/RST utilization.
• Assist Local Operations Manager with various account support duties.
• Perform inventory corrections and team assistance.

Minimum requirements

• High School Diploma or equivalent is required. AS/BS Degree in a related technical field highly desired
• O365 Suite Knowledge i.e. Outlook, Teams, and OKTA MFA
• Win10 Operating Systems, Lenovo laptops, desktops, and network printers
• Knowledge of reimaging laptops and desktops i.e. with PXE
• Familiarity with ticketing system; preferably ServiceNow, working knowledge to be able to manage ticket queue.
• Knowledge of Configuration Management Console for laptop/desktop remote management
• Knowledge of Mobile Device Management software such as AirWatch and Knox portals
• Knowledge of Networking infrastructure support; knowing server rooms, MDs and IDFs, and what they are. Able to identify network devices in a network rack.
• Knowledge of Cisco switches and routers using Putty APP for CLI purposes
• Exceptional customer service skills.
• Must be safety oriented and possess excellent driving habits and a clean driving record.
• Must possess good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.
• Prior low voltage experience with voice/data cabling experience preferred.
• Excellent verbal and written communication skills, documentation skills and a strong sense of urgency in managing and meeting our Service Level Agreements with our clients. The ability to work in adverse repair/installation environments and diffuse stressful situations.
• Must possess the ability to work independently while being a strong team player when needed.
• Must be willing to work flexible schedule (including some evenings, weekend, and holiday hours) and be on-call. Industry Certifications such as A+, Net+, Server+, or similar are highly desired.

Physical requirements:

• Must be physically able to lift and carry up to 50 pounds, operate from small scissor lifts, and climb a 15' ladder when needed.
• Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed.