Responsibilities:
- The Field Services analyst provides hardware (desktop, laptop, tablet, and other mobile devices), software and printer support to users while maintaining a high level of customer satisfaction. Performs field support activities with direction from supervisor and lead level personnel, which may include:
- Installation, configuration, and troubleshooting of desktop software – Examples include, Windows 7, 8 and 10, MS Office Suite 2010/2016, anti-virus and encryption software;
- Knowledge active directory, group policies, and administration of both;
- Participate in and lead projects for hardware rollouts, adds and moves, as needed;
- General IT technical support, troubleshooting and documentation for customers and internal IT staff;
- Receive, inventory and install new equipment, process surplus IT equipment leaving the environment, or relocate equipment;
- Perform user and system requirements gathering and analysis;
- Determine requirements, design and build for customer use hardware;
- Determine proper installation parameters for software and hardware;
- Analyze, detect, identify and correct technical problems and deficiencies;
- Properly escalate issues and follow through to successful resolution;
- Utilize modern service ticket management systems;
- Monitor system performance.
Required Skills:
- Excellent customer service skills and professional conduct;
- Knowledge of personal computers and peripheral devices;
- Ability to apply logic in analyzing technology solutions;
- Strong organizational and communication skills;
- Ability to perform effectively both independently and as a team member;
- Working knowledge of Microsoft Office Suite 2010/2016 and Windows 7/10;
- Understanding of system imaging utilities such as Ghost, TrueImage, and SCCM OSD