Job Title:
IT Field Technician
Job Type:
Regular Full Time (M-F 8:30am – 5:30pm)
Career Status:
Professional
Compensation (DOE):
$40,000 - $55,000
Department:
Managed Services
Expected Travel:
<10%
Location:
Local, OnSite (Customer)
Reports to:
Service Manager
The Role
The IT Field Technician is responsible for handling new and existing customer service requests in a fast-paced environment that requires multi-tasking.The IT Field Technician is responsible for onsite service and support needs for our customers based on a pre-defined schedule. This relates to all technology, including IT networks, servers, desktops, laptops, printers and vendor-specific hardware and software. The IT Field Technician is responsible to attempt to resolve any tickets, escalate tickets they are not able to complete themselves, and contact vendors for support to complete tickets, as necessary.
What You’ll Do
- You will provide onsite support regarding desktop/server issues with the highest quality in customer service.
- Record events/problems and their resolution in the ticketing system
- Communication with customers as required: timely follow to keep them informed of incident progress, notifying them of impending changes or agreed outages.
- Thoroughly document all client support services and troubleshooting on support tickets with items such as specific steps taken to resolve and troubleshoot issues.
- Perform support, install, configure, test, maintain, and monitor network hardware, routing, VLANs, Windows servers, Microsoft 365, peripheral devices, printing/scanning devices, presentation equipment, software, mobile / PDAs devices, and Windows 10 administration and troubleshooting tasks.
- Stellar communication and the ability to speak clearly and explain about anything to anyone over the phone and/or in writing.
- Maintain knowledgebase to ensure accurate articles for efficient client troubleshooting.
- Fast turnaround of customer requests
- Ensure requests are routed to the proper resource to be resolved quickly and efficiently.
- Escalate service requests that require engineer-level support.
- Member of the after-hours support team rotation
Who You Are
At MCG, our core values and culture’s DNA are based on encouraging and rewarding team players that have a high-energy, unbreakable positive attitude with the ability to develop strong relationships with the team, customers, and partners. If this describes you and the following are your personality traits, you will thrive with us.
- BA/BS degree in Computer Science or related field, or equivalent technical experience/training
- MBA/MS preferred but not required.
- 2+ years of MSP Help Desk or related experience
- Recommended certifications: CompTIA A+ (220-1001, 220-1002) – Passing score above 775 and 800, CompTIA Network+ (N10-007) – Passing score above 820, Microsoft 365: Modern Desktop Administrator Associate, Microsoft Certified Systems Engineer (MCSE) designation, CompTIA Security+ (SY0-601) – Passing score above 820, CompTIA Cloud+ (VC1-003) – Passing score above 820, ITIL Foundation, Google IT Support
- Technology knowledge on: Windows 11, Windows Servers (2008-2019), Active Directory, DHCP, DNS, FTP, VPN, TCP/IP, Remote Desktop, Terminal Services, Microsoft 365 (SharePoint, Teams, Skype, Outlook), Domain Management, network topology
- Has a high attention to detail, works well with others, and can follow instructions: SOPs, etc.
- Ability to multi-task and adapt to changes quickly.
- Excellent time management and organization skills; works well under pressure.
- Experience with tools such as ConnectWise (Manage, Control and Automate), ITGlue, Auvik, BitDefender, StorageCraft, Veeam.
The Rewards
- 100% employer-paid health coverage including Medical, Dental, Vision, Life Insurance, Long Term Disability
- GAP Health Insurance/Plan
- Unlimited Paid Time Off (PTO) – After 90 days
- 401k retirement plan with 40% company match (dollar per dollar)
- 10 paid holidays
- 16 weeks of paid maternity/adoption leave
- 6 weeks of paid paternity/adoption leave
- Child sponsorship for extracurricular activities
- $5,250 tuition reimbursement per calendar year
- Certification Exam Reimbursement plus Certification Bonus
- Perks: Free Daily Lunches, Free on-premises Fitness Center, Wellness Program, Birthdays Off
Who We Are
We are a team of passionate people who care about business strategy just as much as we care about technology innovations. We use our talents to help drive your organization to levels never reached before.
What We Do
Michell Consulting Group is a leader in the technology industry with experts that provide best-in-class business solutions to small and midsize industries. From Enterprise Resource Planning (ERP) Custom Solutions and Custom Software Development to Managed IT Services, Certified Information Security (InfoSec), and Cybersecurity, our team has the experience to provide real solutions to your IT challenges.
What We Believe
At MCG, we always put our customers and employees first. In doing so, we have been able to create family-like bonds with one another, which has made this company a “home away from home” for so many.#LI-RM1
