WI Field tech

Overview

The Regional IT Field Support is responsible for managing and coordinating the IT support activities within a specified region. This includes overseeing technical issues, ensuring prompt problem resolution, and supervising field support specialists. The role requires advanced technical skills, leadership abilities, and a strong commitment to customer service.

Responsibilities

Provide first and second level support to end-users for PC, server, mainframe applications, and hardware.

· Interface with third-party vendors to resolve complex network issues as part of a coordinated response to an incident.

· Travel to various offices within the region to install, update, and repair hardware and software systems.

· Provide technical support via phone, email, and in-person to users in the area, ensuring timely resolution of issues.

· Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

· Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

· Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

· Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

· Conduct research on emerging products, services, protocols, and standards in support of desktop technology procurement and development efforts.

Work Environment:

This position is on-site and up to 75% local travel

Physical Demands:

Must be able to lift 50 lbs and accomplish IT Support service tasks involving inventory, system installations, network implementations, and miscellaneous tasks related to IT Support.

Qualifications

Bachelor’s degree in Computer Science or a related field.

· 5 years of experience in a senior position on an IT support team.

· Strong technical background in desktop support, networking, and software applications.

· Excellent communication and customer service skills.

· Strong leadership and team management skills.

· Knowledge of ITIL or other IT service management frameworks is a plus.

· Certification in ITIL or other related areas is a plus.