IT Field Engineer

Rockville, MD
Jul 01, 2022
Jul 08, 2022
Engineer, IT, QA Engineer
Full Time
The IT Field Services Engineer is responsible for:Communication with R3 client end-users including receiving phone calls and responding to emails or instant messages.Account management - including password resets and account troubleshooting.Triaging incidents in our incident management system - ConnectWise.The timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.The installation, configuration, and troubleshooting of computer hardware and computer software.Imaging new equipment for installation at the client site.Providing instruction on how to operate and/or access the computer hardware and computer software.Primary Duties:The installation, configuration, and troubleshooting of computer hardware, computer software, and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at various client locations).Triaging incidents in our incident management system - ConnectWise, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.Be proactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution, and ensure implementation. Take the term "customer service"A' to heart.Communication with R3 client end-users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.Account management - including password resets and account troubleshooting.Follow asset management inventory control procedures set by R3 to ensure the assets of the client are tracked accurately.Performing Technology Refreshes.Maintain password, data integrity, and file system security for the computing environment.Document procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions.Always ensure the customer is left "A< oewhole' after any work activity (ie, requisite hardware, software, peripherals, and all processes are functioning as required). Validate with the customer prior to leaving the assignment.Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards, and trends. Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).Other duties or tasks as assigned by management.Education, Skills, and Experience:A bachelor's degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education requirements.Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end-users, and vendor development staff, as well as all levels of management personnel as necessary.Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experienceTechnical training in combination with an industry certification may substitute for some or all the education requirements.Practical experience with an enterprise incident management system.Practical experience with ConnectWise is a plus.Certification from CompTIA, Microsoft, or HDI is a plus.Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.Knowledge of Windows desktop operating systems and file systems including Active Directory.Knowledge of TCP/IP device configuration and the Judiciary network structure.Proficient problem-solving, communication, and interpersonal skills. A strong ability to learn and think critically.Able to diffuse tense situations. Experience in dealing with people in a highly visible, fast-paced, and sometimes stressful environment. Ability to handle people in varying situations, including when users are frustrated, anxious, or upset.Demonstrated customer service abilities (eg, patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.).Strong ability to be self-motivated and self-starting. Able to control attention, and minimize distractions to achieve greater efficiency. Proficient planning & organization skills - setting and managing personal priorities. Able to set priorities and handle multiple competing demands.Ability to research and learn about new technology and apply that knowledge to diagnosing complex or challenging problems.Ability to proactively seek out solutions (including collaborating with peers) prior to contacting management for assistance.Ability to be a team player. Demonstrate being team-oriented, ensuring that there is respect shown for customers, team members, peers, and management. Ability to ensure proper recording, documentation, routing, and closure of incidents.Familiarity with ITIL/ITSM ConceptsWork Environment and Physical Requirements:Must be able to safely lift and move pieces of hardware weighing up to 50lbs. May need to handle heavier pieces of equipment with additional help.Stooping, kneeling, and crawling may be needed for the installation of equipment.Ability to use small hand tools appropriate for computer installation and repair. Technicians cannot be blind, color blind, or deaf. Ability to travel alone to multiple client locations.Proper lifting techniques for moving equipment.Awareness of safety for people and equipment in the environment.Awareness of standard electrical and mechanical precautions.Hand tools, medium and large-sized motor vehicles (such as vans), pneumatic pallet lifts, equipment carts, hand trucks.Use of mobile devices as required for daily work assignments.