Technical Field Operations Technicain

Responsibilities

• Provide White‑Glove concierge‑level customer experience supporting internal employees face‑to‑face, via chat, and over the phone
• Schedule and communicate travel to regional offices to provide in‑person support regularly
• Constantly update users on the status of their incidents, requests, or problems
• Educate users on basic functions and new technologies to streamline their workflow
• Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi‑Fi, and wired connectivity to the internal network
• Support users on applications and tools within the environment, including Office Suite, RSA, Okta, Collaboration tools (Zoom, Slack etc.), Mac and Windows OS
• Provide walkup/desktop support during normal business hours, Monday to Friday from 8 am to 5 pm
• Maintain local inventory to ensure replacement equipment is always on hand
• Support IT escalations impacting the site
• Provide conference room support and maintenance
• Coordinate closely with the Office Manager to determine the best course of action when issues arise
• Support Local Wallboard maintenance

Skills

• Strong Windows Enterprise Environment, and macOS skills
• Excellent multi‑tasking and time management skills and ability to thrive in a fast‑paced, high‑pressure environment
• Flexibility and resilience, adaptable to a high‑change environment, and open to new concepts and/or processes
• Ability to follow proper escalation paths
• Inviting personality, friendly, and sociable
• Ability to take notes and record all interactions and steps taken with users
• Ability to keep work area clean and organized
• Working knowledge of Active Directory and basic AD administration