IT Field Services Specialist I

Key Responsibilities

• Coordinate, diagnose and troubleshoot incoming employee calls.
• Install, configure, and troubleshoot fiber cables, cabinets, system devices, servers, and peripheral equipment.
• Assist in the set up and conduct extensive controlled testing on all new technologies within the facility.
• Interact with corporate IT on escalated issues.
• Troubleshoot, repair, and perform general maintenance, testing, installation, and upgrade to computer systems and peripheral equipment throughout the facility.
• Responsible for the general administration, installation, and relocation of all telephone systems.
• Establish user ID's and appropriate security levels for all business users within the facility.
• Provide systems support for all computer automated distribution equipment, including printers and scanning, production, and conveyor systems.
• Prepare status reports and documentation on all work requested and performed.
• Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
• Provide case status updates to management and end-users.
• Support and maintain effective relationships with users.
• Implement standard operating procedures and customer service guidelines relating to IT support.

Knowledge

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

Complexity

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

Supervision

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

Work Experience

Typically 2 to 4 years of related professional experience.

Preferred Education

Typically a Bachelor's Degree or global equivalent in related discipline.

General Skills & Competencies

• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

Specific Knowledge & Skills

• Knowledge of current Windows operating system, MS Office Suite, AS/400, Mobile Device management
• Ability to perform basic equipment maintenance and repair, lift and move desktop terminals and printers, explain system procedures and techniques.
• Familiar with distribution systems equipment.

Travel / Physical Demands

Travel typically less than 10%. Office environment. No special physical demands required.