We're Apogee. Nice to meet you. At our core, we're a student services organization that happens to focus on IT. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today's technology-savvy generation.We work hard, celebrate success, and challenge everyone in our organization to be a problem solver. If you are as passionate as we are about the intersection of technology and education, join us today.Field Service Representatives and IT Support Technicians are a vital part of our client's service organization. You will provide hands-on maintenance and operational support for data, video, IP phone network, distribution equipment, hardware, and software deployments, IT projects, and help desk tickets. You'll do all this onsite interacting daily with our customers including faculty, staff, and students, which means you'll need to have a professional attitude and appearance. You'll report directly to a regional supervisor.You'll be a full-time worker, working primarily in Fairfax, VA and supporting the surrounding area.You'll love this job if this describes you Approachability. You're easy to approach, and you spend extra effort in providing exceptional customer service. You look for ways to be proactive.Action Orientation. Deeply engrained self-motivation. You're motivated to get work done. That means that you love efficiency and are driven to complete a project.Self-Starter. You seek out problems and solutions on your own and don't wait to be told what to do.Technical Acumen. Others consider you smart when it comes to technology. You're a technology generalist, and can usually figure things out.Personal Learning. You like to read technical publications, blogs, and journals. In your own time you "geek-out" on something technical like electronics, music, or gaming.Here's your job Providing exceptional service to customersResponding to emergency outages promptly Maintaining own schedule for onsite customer appointments within 24-48 hour SLAConfigure, install, and support a variety of hardware and peripheral components such as laptops, desktops, monitors, keyboards, and printersSupport systems running Windows, Mac OS, and potentially LinuxManage tickets using the help desk ticket queueTracking and updating escalation ticketsMaintain a moderately sized inventory of equipment and provide notification when thresholds are reached to replenish suppliesPrepare new equipment (or reclaimed equipment) for deployment using system imaging toolsManage accounts and equipment for new-hire/termination processesWork with vendors in matters concerning warranty support including Dell, Cisco, Aruba/ HP, CDW, and othersProvide end-user training sessions on relevant IT topicsTroubleshoot and resolve basic network connectivity issues as needed for LAN and WiFi connections, including networking components such as TCP/IP, DHCP, and DNSSupport administration of VoIP phone systems and LiveOps call center chat system Administer accounts in cloud-based services including Office 365 (Exchange and SharePoint Online), DropBox for Business, and othersProvide support for locally-installed applications on systems including MS Office applications, Adobe applications, Evernote, MindJet MindManager, and othersProvide necessary level support of network devicesSupport and administer accounts (access codes and fobs) in an office security systemAddress end-user and network escalationsCoordinate client activities (eg move-in, conferences, and special events)Monitoring, investigating, and retiring equipment alarmsAssist with customer install activities as neededSeeing that Apogee's policies and end-user agreement are upheld in your perspective regionGenerating reports as requiredAttending training events as requiredOther documentation and administrative duties as requestedSome Important Details About This Job.Travel. You will have to travel occasionally to Austin, TX for training.Physical Requirements. The physical demands below are typical of those that must be met by the employee to perform the essential functions of the position successfully. Requires normal vision, hearing, and/or the ability to communicate both orally and in writing effectively. Reasonable accommodations may be available for individuals with disabilities upon written request.Occasionally carrying or lifting 26-50 lbs.Occasionally pulling/pulling 20-50 lbs.Frequently climbing and balancingContinuously standing, sitting, and walkingOn-call Environment You will be part of an on-call rotation, and may need to work weekends, holidays and overnight in the event of an outage or scheduled maintenance window.Driving and Criminal Background. We take the safety of our team and our customers very seriously. You must have and maintain a valid driver's license. You must also pass a criminal background check to work on any of our customer's properties.RequirementsPosition requires skillset equivalent to a Help Desk Level II technician1 to 3 years Windows and/or Mac OS hardware and software support.1 to 3 years of help desk experience in a medium to large scale environment.Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others.Documenting and adhering to established technical procedures and best practices.Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred.Remote desktop support.Understands Active Directory user accounts, security groups, and file share permissionsUnderstands system virtualization and reducing hardware footprintPreferred ExperienceBasic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections.MCP, CCT, A+, Net+, or ACTC Certification.Associate degree in Information Technology or closely related field.Streaming, video conferencing, and audio-video support.Understanding and familiarity with VoIP technologies.BenefitsOur employees enjoy benefits that make them more productive and contribute directly to the development of their professional skills. We want to be able to attract the best of the best and make sure they keep getting better so here is what we are offeringAn attractive salaryHealth insurance plan including Health Savings Account matching programMonthly stipend for cellular and data usageEngineering and Technical teams receive cash bonuses for obtaining certificationsMaternity and Paternity leave