Duration: 6 Months with possibility of extension based on demand
Location: On-site at Painted Post, NY
Schedule: Monday -Friday, 8am - 5pm, some flexibility may be required
Only W2 candidates are eligible for this position. Third-party or C2C candidates will not be considered.
The role may require some light travel as needed for event support and/or remote sites with customers needing assistance.
No Relocation candidates considered for now
Description:
Position: Corporate Field Services Technician
The PC support technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure both in-person and (at times) remotely within the Corning Valley (USA). The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 11 and MS Office suites. Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented process
Role Overview
• The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware, and infrastructure both in-person and (at times) remotely within the Corning Valley (USA).
• The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 11 and MS Office suites.
• Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
• ServiceNow for Incident Management or any other similar tool experience (ticket management: 50-60 tickets per month, 500-800 tickets to be closed per year).
Daily Tasks (include but are not limited to)
• Active Directory Administration
• Limited support for corporate mobile devices
• Familiarity with cloud applications (Office365, etc.)
• Troubleshooting Cisco VPN connectivity
• Familiarity supporting Citrix connectivity
• Remote connection/utilization
• Asset management skills
• Edge, Google Chrome, various browser(s) support
• Installation/configuration of various Adobe products
• Installation/configuration of Check Point endpoint client software
• Printer/driver troubleshooting & installation
• ServiceNow utilization
• Deployment/configuration of standard IP telephony
• Hardware ordering/deployment
Additional Responsibilities
• Documentation (records) management
• Troubleshooting software’s (60-70% of work and 10-20% of hardware support work)
• Knowledge base utilization
• Project interaction
• Customer scheduling/follow-ups
• End user equipment moves (disconnect/reconnect)
• Multi-team interaction and/or technical roundtable participation
• Standard device imaging via USB/PXE server(s)
• Smart-Hands tasks/functions outside of standard operational work
• Hardware support is the maximum area of work and Network Support is the least area for work for this role
• Assigning new laptops, desktops, for new joiners and then unassigning them when somebody leaves
• Customer Service/Support is a Key requirement; here customer service skills will be put to Test so one must have excellent customer service quality / background
• Willingness to learn and grow, attention to detail, very good/strong work ethics
• At least supported few hundred users in the past as this role will involve supporting 2000 users
• Technology focus on the Customer Service part - Industry background will be like strong Technology/technical background
Required Skills/Experience:
• 1+ year Hardware Experience (beyond imaging/deployment) or relevant experience
• Excellent problem-solving and communication skills
• Proven experience in Windows OS deployment, especially Windows 11
• Basic knowledge of Command Prompt and PowerShell
• Willingness to learn & grow
Required Education:
• Associate’s degree (preferred), HS Diploma or GED Minimum Required
Preferred Certifications:
• CompTIA IT Fundamentals
• CompTIA A+
• CompTIA Cloud+
• CompTIA Mobility+
• CompTIA Network+
• CompTIA Server+
Performance Expectations
• Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service.
• The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
• This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person.
• The Corporate Field Services Technician will take ownership of follow-up status and communicate progress regularly to both their customers and leadership (when requested).
• Excellent communication skills, prompt time-to- resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
IMPORTANT Notes
• The initial location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.
• The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization after a period of 1.5 to 2 years in the Field Services role.
Interview Process: First Round Phone Screen, Second Round Onsite Interview
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