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

• 2+ years in desktop or helpdesk support
• High School Diploma or equivalent qualification
• A+ or MCITP certification preferred

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