Field Technician – Louisiana

Are you looking to get into a high visibility project where you have a lot of growth opportunity?   This fortune 500 organization is seeking a self starter, who can respond quickly to end user requests and technical issues.  This candidate needs to be professional in demeanor and ability to work with a variety of level of users.  

The Field Technicians are the escalation point of contact for all technical issues that cannot be resolved remotely. They serve as members of a team by providing on-site technical support for those items escalated by the Service Desk.  Field Technicians are under the supervision of a Field Services Lead Associate or similar manager function. 

The Field Technicians are also responsible for providing a consolidated point of contact for employees with technical support needs.  Field Technicians are responsible for responding to service desk tickets in a timely manner, researching and resolving escalated technical support issues.  Technical support issues may include: resetting passwords, unlocking accounts, installing software, and executing scripted troubleshooting processes.  Field Technicians are to document all trouble tickets with clear, concise explanations in a timely and accurate manner, and prioritize tickets based on their level of urgency.

Responsibilities

  • Provide a consolidated point of contact for providing escalated technical support to employees
  • Respond to all assigned tickets in a timely manner
  • Research and resolve escalated trouble tickets
  • Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
  • Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
  • On-site and remote client support of various enterprise and desktop applications
  • Establish and maintain a professional relationship with customers, team members and department contacts
  • Cooperate with team members to provide the best customer experience possible
  • Provide quality customer service that exceeds customer expectations
  • Assist Service Desk when needed or when assigned by taking customer calls or chats.
  • Other duties as assigned

Requirements:

  • High school diploma or GED required
  • Excellent customer service and communication skills
  • Ability to work under pressure and at a fast pace
  • Detail-oriented, highly organized
  • Prior technical support experience
  • Able to work an 8 hour day shift
  • Able to lift up to 40lbs on a regular basis

Preferred:

  • Associates degree in computer science, MIS or a related field preferred.
  • Customer service experience preferred
  • Experience installing and troubleshooting computer software and hardware preferred
  • Ability to troubleshoot personal computer and peripherals preferred
  • Technical knowledge of Microsoft Office applications preferred
  • Knowledge of trouble ticketing systems preferred
  • Spanish or French speaking is a plus
Submit Resume