Field Services Representative

Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We're on the lookout for a knowledgeable and customer-orientated Field Services Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today's technology-savvy generation. You'll be a full-time worker on the campus of Rider University.

Responsibilities

Provide exceptional service to customers; Respond to emergency outages promptly; Maintain own schedule for onsite customer appointments within 24-48 hour SLA; Configure, install, and support hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printers; Support systems running Windows, Mac OS, and potentially Linux; Manage tickets using the help desk ticket queue; Track and update escalation tickets; Maintain a moderately sized equipment inventory and notify when replenishment thresholds are reached; Prepare new or reclaimed equipment for deployment using system imaging tools; Manage accounts and equipment for new-hire/termination processes; Work with vendors on warranty support including Dell, Cisco, Aruba/HP, CDW, and others; Provide end-user training sessions on IT topics; Troubleshoot and resolve basic network connectivity issues for LAN and WiFi, including TCP/IP, DHCP, and DNS; Support administration of VoIP phone systems and LiveOps call center chat system; Administer accounts in cloud services including Office 365, DropBox for Business, and others; Provide support for locally-installed applications such as MS Office, Adobe, Evernote, and MindJet MindManager; Provide necessary level support of network devices; Support and administer access codes and fobs in an office security system; Address end-user and network escalations; Coordinate client activities such as move-in, conferences, and special events; Monitor, investigate, and retire equipment alarms; Assist with customer install activities; Ensure Boldyn's policies and end-user agreement are upheld in the assigned region; Generate reports as required; Attend training events as required; Complete other documentation and administrative duties as requested; Travel occasionally to Austin, TX for training, projects, and other campuses

Requirements

Skillset equivalent to a Help Desk Level II technician; 1 to 3 years Windows and/or Mac OS hardware and software support; 1 to 3 years of help desk experience in a medium to large scale environment; Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others; Documenting and adhering to established technical procedures and best practices; Experience managing workload with a ticketing system, including service orders and account information gathering; Remote desktop support; Understands Active Directory user accounts, security groups, and file share permissions; Understands system virtualization and reducing hardware footprint; Valid driver's license; Must pass a criminal background check; Requires lifting up to 75 lbs; Availability during weekends, holidays, or outside typical business hours under a responder call-back model

Nice to have

ServiceNow experience; MCP, CCT, A+, Net+, or ACTC certification; Associate degree in Information Technology or closely related field; Streaming, video conferencing, and audio-video support; Understanding and familiarity with VoIP technologies; Basic network troubleshooting and connectivity support, including foundational understanding of TCP/IP, VoIP, LAN, and WiFi connections

Benefits

Hourly pay of $25 - $30; Annual bonus; Learning and development opportunities; Competitive benefit packages; Paid parental leave; Vacation starting at 15 days, increasing with length of service; 10 days paid sick leave; 4 days off each year to volunteer