Field Technician - L2

Job Title: Level 2 - Field Engineer

Job Category: Infrastructure Services

Location: Boise, ID

# of Requirements: 4

Onsite: Day1

Role and Responsibilities

Provide support to end users or processes that cannot be resolved by 1st level support (Help Desk)
Setting up and configuring new laptops and desktops
Troubleshoot complex operating system and hardware related issues
Replace or upgrade consumer replaceable parts (like Harddisk, memory, graphic cards)
Work with OEM vendors for hardware replacement (like Motherboard, Monitor etc.)
Performs system management using tools such as Active Directory, Group Policy, PowerShell, SCCM and other agency tools
Ability to resolve issues in Virtual environments (like VDI, Citrix etc.)
Preferred experience and ability to support Unified Endpoint Management (UEM) environment (like Workspace ONE, MS EMS, Cisco Meraki etc.)
Provide onsite video support for conferences / meetings
Ability to provide basic troubleshooting for AV equipment’s (like polycom, projects etc.)
Strong understanding of ITIL process and knowledge of other infrastructure technologies
Work with software vendors for issues and root cause
Good team player and work with other IT support teams for resolution
Strong analytical ability, reporting, documentation and user education skills required
Provide onsite and remote Executive (white glove) support
Ability to lift more than 30 pounds

Qualifications and Education Requirements

Must have strong operating system and hardware knowledge
Work experience in multiple laptop and desktop hardware platforms is plus
Strong understanding of Windows, networking and server architectures is required

Preferred Skills