Field Technician - L1

Job Title: Level 1 - Field Technician

Job Category: Infrastructure Services

Location: Boise, ID

# of Requirements - 4

Location: Boise, ID - USA

Onsite: Day1

Role and Responsibilities

Managing the help desk ticket queue, responds to incidents, performs diagnosis as well as escalating issues to other IT teams
Should adhere to respective SLA and KPI
Setting up and configuring new desktops and laptops
Troubleshoot software and operating system issues in desktop and laptop
Configure new accounts and troubleshoot issues in Android, iPhone, Windows phone
Support for frequently used softwares (like VPN, Softphone, MS Office, Outlook etc.)
Installing authorized software to laptops and desktops
Help setup cubicle IT equipment’s for new users
Perform general preventative maintenance activities in desktop and laptop (like windows updates, Anti-Virus, Encryption, etc.)
Provide support to end users over phone or remote desktop
Strong documentation skills required
Should provide basic user education on IT policies, hardware’s and ability to demonstrate
Ability to lift more than 30 pounds
Document and transfer unresolved and Hardware issues to Level 2 Technicians

Qualifications and Education Requirements

Preferred Skills

Good knowledge in Windows 7 OS and above
Experience and working knowledge in Office 365 packages and tools
Experience in Remote support tools like Dameware, VNC, Skype
Exposure to MDM, content management tools is plus
Experience in handling IOS and Android devices
Basic hardware skills and knowledge in Active Directory, SCCM preferred
Must have effective verbal communication skills
Experience in preparing technical and process documentation, user guides is plus