IT Service Desk - mobile

On-site Support Specialist

Provide quality on-site support to partners (clients). When not on mobile assignments, take service desk tickets and resolve. Assist with developing policies and procedures governing how to troubleshoot IT issues at partner sites, including identification, documentation, distribution, and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility is expected.

Responsibilities include but are not limited to:

1. Travel to various partner locations to perform onsite work on computer and network hardware and/or software.
2. Troubleshoot and solve support tickets while onsite at partner location.
3. Communicate with the partner contact to make necessary decisions and ensure satisfaction.
4. Install/replace/repair hardware and software, as necessary.
5. Assist with deployment of new workstations and user onboarding as assigned by Team Lead.
6. Back up all partner data in effort to ensure no data is lost and have the ability to get back to where the partner started, never create a worse than when you arrived.
7. Make suggestions to Team Lead regarding upgrades or changes which could enhance the partners' network/system and/or further allow for an enhanced overall partner experience.
8. Develop policies and procedures governing how to troubleshoot specialty issues, including identification, documentation, distribution and resolution.
9. Rely on industry knowledge and professional discretion to achieve goals.
10. Follow up with vendors or internal team members as needed for completion of issues.
11. Assist service desk as needed to effectively resolve tickets.
12. Field telephone calls, email communication and support tickets regarding computer hardware and software.
13. Reinforce image and professionalism of the Executech Managed Services team and the organization.
14. Effectively communicate with internal and external contacts at all levels.
15. Promptly enter time into timesheets, tickets, expense reports and all other required documents.
16. Perform other duties as assigned or otherwise identified.

Knowledge, Skills, and Qualifications:

• 5-7 years' experience and bachelor's degree in related area, preferred.
• Current CompTIA A+, or Network+, or Security+ certification, or the ability to obtain certification within 6 months of hire date.
• Knowledge of office equipment (copiers, fax, printers, etc.).
• Excellent organizational, written, and verbal communication skills necessary.
• Proficient with network troubleshooting and topologies.
• Professional, pleasant, and patient in demeanor, exceptional customer service.
• Valid Driver's License.
• Must have demonstrated maturity in judgment and ability to provide guidance to others.
• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong diligence.
• Ability to be exceptionally self-reliant and self-directed; possess the ability to work with minimal supervision.
• Regular attendance and timeliness.
• Ability to effectively handle stress and pressure consistent with the job duties and industry.
• Proficiency in Microsoft products such as Windows Desktop OS and Office Product Suite.
• Ability to work after hours and weekends, as needed.
• Intermediate networking knowledge including LAN, WAN, and wireless configuration, primarily for endpoint support.
• Ability to make decisions with sound judgment, based on expertise and experience.
• Proficiency in remote administration and troubleshooting of desktop PCs.
• Experience in Active Directory configuring user and computer accounts.
• Cross-platform experience (i.e. Windows, Linux, Solaris, OSX, UNIX, etc.).
• Experience supporting VMware VDI (Virtual Desktop Infrastructure).

Typical Working Environment: Work in a temperature-controlled office environment when not out for partner dispatches. Low to moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue. Note: some visits include Fabrication/Industrial/Farm partner sites for mobile dispatch. These are not always climate controlled and may have moderate to high noise levels; industrial equipment (proper use of personal protective equipment for the applicable necessary such as hearing protection and/or hair nets, eye protection, slip resistant footwear, etc).

Equipment/Tools used: Computer, Multi-function printer/scanner, Hand Tools, Desk Phone/cell phone, Battery Powered Tools, Hand Truck

Physical Demands: Constantly talk, hear, sit, use keyboard/ten key, fine dexterity with hands and repetitive hand motion. Frequently lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp, and hold. Occasionally lift and carry between to 21-50lbs., push/pull between 21-50lbs, reach overhead, kneel, climb, and stand. Rarely lift and carry 51+ lbs., push/pull 51+ lbs., squat, crawl, walk-slippery surfaces, walk-uneven surfaces, and bend.

Hours of Work: This is a Full Time position. Typical workdays are Monday-Friday, from 8am-5pm. Hours may vary to meet the needs of partners and business operations. This may include days, evenings, nights, weekends, and holidays.

EEO At-Will: Executech Utah, LLC. is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, pregnancy, veteran status, or any other legally protected status. All employment decisions at Executech Utah, LLC. are based on business needs, job requirements, and individual qualifications, without regard to any of the characteristics mentioned above. This policy applies to all terms and conditions of employment, including but not limited to, hiring, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Executech Utah, LLC. also maintains an "at-will" employment relationship with its employees. This means that employment can be terminated at any time, with or without cause, by either the employee or the company. No express or implied contract of employment is created by this job description or any other document, and the company reserves the right to modify or amend any policies, procedures, or benefits at any time.