IT Field Support Technician I

About TechMD

TechMD is a leading provider of outsourced IT services cybersecurity communications and distributed workforce solutions throughout the United States. As a customerfocused company TechMD integrates the industrys best technologies and practices for each customers specific needs. We also serve as an extension of our customers IT departments enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott NY TechMD employs over 200 people throughout its six office locations. As the company continues to expand its footprint we are constantly looking for talented individuals to support our growth.

We re passionate about creating a great place to work for our employees. TechMD is committed to the development and advancement of all employees. We are a highly collaborative organization and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.

Position Overview

The Field Support Technician I primary responsibility is to resolve tickets onsite as assigned and planned out by the Dispatcher. This is including but not limited to troubleshooting coordinating and communication with customer points of contact while onsite or remote. At times they will work assigned tickets from the remote ticket queue as directed. A successful Field Support Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite. The ideal candidate is highly focused comfortable in a fastpaced environment and has excellent listening and critical thinking skills.

Primary Responsibilities

Works tickets in order of assignment and plan by the Dispatcher.

Effectively preps all hardware according to TechMD process & standards to ensure minimal downtime to customer.

Uses time as effectively as possible to assess plan and resolve Tier 1 issues on site.

Communicates effectively with all necessary team members to resolve issues in a timely manner.

Works closely with teammates and customers to relay critical information to and from technicians and customers.

Follows all Standard Operating Procedures for position function and TechMD.

Performs miscellaneous jobrelated duties as assigned by the Technical Team Lead.

Follows development plan as outlined by leadership.

Appropriately documents/updates all information for changes in an infrastructure as new changes are identified.

Required to participate in oncall rotation per TechMD s On Call Coverage Expectations for location(s) assigned.

Requirements

Must have Entry Level understanding of business systems and networking.

Recommended at least 1 Entry Level certification. (ex. A Net CCENT). Desired Google IT Support Certificate

Must demonstrate excellent customer service skills.

Strong telephone and verbal communication skills are a must.

Must thrive in a team environment and demonstrate effective team interaction.

Must demonstrate the ability to effectively work independently.

Must have strong organizational priority and time management skills with the ability to multitask.

Must own reliable means of transportation.

Must have a valid drivers license.

Benefits

Medical/Dental/Vision Insurance

401k with match

Generous paid leave policies

Life Insurance and ShortTerm Disability coverage

Performancebased incentive compensation