IT Field Services Technician

Location: Wilmington, DE

Job Summary:

The 20 is looking for a hard-working Information Technology Support Desk Specialist to provide remote support to our clients nationwide. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.

Essential Functions:

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to:
  • Advanced desktop issues
  • VPN connectivity
  • Entry-level server support
  • Hardware issues
  • Line of business support
• An onsite PC technician should be capable to execute all aspects of repair, maintenance and security to include everything from physical cleaning of components, to detailed software diagnosis
• The technician’s duties also include physical networking functions such as running networking cables between computer stations, servers, hub for the purposes of networking computers
• This requires mechanical knowledge of wiring schema, tools, and layouts with regards to how wires are run in ceilings, walls and fixtures
• Analysis and Investigation of problems
• Installing physical equipment (i.e. networking patch panels, or racks or rack enclosures
• Repair, substitution or replacement of faulty hardware as necessary
• Repair, installation, reinstallation or reprogram of software as necessary
• Testing and error checking of solutions
• Backup of data as necessary to restore functionality
• Provide recommendations as necessary for the general health of the equipment
• Provide technical documentation and/or materials upon request or as necessary
• Follow-up with Customer after the solution has been implemented

Required Skills/Abilities:

• Practical knowledge of assembly, disassembly and maintenance of all hardware components
• Practical knowledge of Windows OS to include installation, recovery, setup and updating
• Practical knowledge of all anti-viral, security and firewall technologies including installation, setup, recovery and updating
• Practical knowledge of most major software suites for office use including Microsoft Office,
• Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server
• Trouble shooting skills in operating systems vs. hardware components
• Trouble shooting skills in spyware, anti-viral removal and spam control
• Trouble shooting skills in Windows OS installation and reinstallation
• Trouble shooting skills in failed hardware identification
• Valid Driver's License

Preferred Education and Experience:

• A+, Net+, and Sec+ certifications, or equivalent experience
• Experience with all modern operating systems
• Deep understanding of business networking
• Deep understanding of Active Directory, Group Policy, File Sharing, etc.
• General understanding of technology related to small-medium businesses
• Virtualization experience is a plus!

Physical Requirements:

The physical requirements below describe the essential job functions needed to complete this job.

• Consistent hand and finger dexterity necessary to operate computer equipment
• Consistently required to sit, stand, walk, talk, hear, and see
• Routine use of hands to type
• Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch
• Occasional need to walk around the office
• Consistent vision abilities required; close vision, depth perception, and ability to focus
• May require travel dependent on company needs
• Occasional need to lift and/or move up to 30 pounds
• The statements contained in this job description are intended to describe the general nature and level of work.

Work Environment/Conditions:

• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
• Work is in an open office environment with steady conversation and interruption

Travel Requirements: Onsite to local client’s premises

Benefits:

• Incredible company culture
• Medical/Dental/Vision health plans
• HSA/FSA participation based on insurance plan
• PTO/Sick/Holiday pay
• Ability to contribute to Long-term Disability and Short Term Disability plans
• Discretionary bonuses
• Dependent Care FSA
• Paid Parental Leave
• Employee life Insurance 100% Company Paid
• 401K participation
• Explosive company growth
• Company-sponsored Team Building Events

Affirmative Action/EEO statement:

It is the policy of The 20, LLC. to offer Equal Employment Opportunity to all qualified applicants, regardless of race, color, creed, religion, national origin, sex, age, disability, genetic infuriate, or any other status protected by federal, state, or local laws.

The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally, and all other sedentary criteria are met.