GENERAL SUMMARY:

Field Technician (Service Team), reporting to Dynamic Network Solutions Team Lead, is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance and problem identification and resolution.

Field Technicians serve as the primary technician for K-12 schools in the DC area, and also travel to sites for unexpected outages. The role requires a flexible daytime schedule, outgoing personality and unbeatable customer service.

Essential Duties and Responsibilities:

Serve as onsite technician at a school customer site for up to 29 hours a week (8:30am-5pm)
Troubleshooting end user technology including but not limited to PCs, Apple MacBooks and Chromebooks
Troubleshooting user problems in person working with end users on their support needs and providing basic training as needed
Onsite resource to drive resolution on service tickets and escalation as needed but continuing to own the ticket to completion, and must have reliable transportation to the job site and to be able to drive to other sites in the client organization network as needed
Analyzing remote monitoring reports to identify capacity and performance issues and remediate them
Interface with appropriate technical personnel and account managers for customer problems that cannot be resolved effectively
The ability to manage, maintain, troubleshoot, and support our users’ networks, equipment, software and services working with rest of team as needed
Assist the service desk team in design and development tasks
Drives problem investigations and resolution as required
Collaborate on process documentation for the service desk team
Remediate and improve on functions within service delivery
Answer and remediate issues via assigned remote tickets or helpdesk calls
Perform all scheduled activities such as moves/adds/changes, maintenance, documentation, and reporting and entering all time into ticketing system

Additional Duties and Responsibilities:

Identify areas for improvement and make constructive suggestions for change
Continually seek opportunities to increase customer satisfaction and deepen customer relationships
Escalate service desk issues to the Engineering team and communicate clear next steps
Communicate escalated issues to account managers & customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Involvement in the design and building of new services
Mentor and assist those with less experience
Attend regular service team meetings and provide feedback
Understand internal processes by completing assigned training materials
Enter all work as activities, service tickets, or project tickets

Knowledge, Skills, and/or Abilities Required:

Experience supporting PCs, Apple Macbooks and Chromebooks
Experience with Projectors and classroom AV is a plus
Professional IT Certifications are a plus, such as: Net+, ACMT, or CCNA
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and customer service skills
Skill in strategic planning with an ability to think ahead and plan over a 3-6-month time span
Skill in planning and preparing written communications
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment

Education and Experience

At least 1-2 years of end user technical support experience in a similar client base
Proven experience in customer service
A+ / Google IT Support Certification
Experience with Google Workspace & Microsoft 365. Management of those environments is a plus
Experience with Windows Server Active Directory, network topologies and hardware
Experience with ConnectWise Manage, ConnectWise Automate, or Zendesk is a plus

Key Competencies

Excellent written and verbal communication skills
Strong organizational skills
Problem analysis and problem-solving
Ability to quickly adapt quickly
High stress tolerance at times
Passion for teamwork, continuing education, and exceptional customer service

Job Type: Part-time

Pay: $21.00 - $24.00 per hour

Expected hours: 20 – 29 per week

Work Location: In person

Dynamic Network Solutions

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