What are the responsibilities and job description for the IT - Technology Field Support Tech (Gen) position at Rylem Staffing?
Job Title: IT - Technology Field Support Tech
Job Type: Contract
Site Type: Onsite (Overland Park, KS)
Duration: 6 Months
Job Responsibilities
Job Type: Contract
Site Type: Onsite (Overland Park, KS)
Duration: 6 Months
Job Responsibilities
- Initial triaging and basic hardware and software support
- Triaging and escalating issues in Slack channel, over the phone, and in Service-now for our IT team
- T1 Support users remotely in Slack channel
- T1 Support users remotely over the phone
- T1 Support users remotely in our ticket system Service-Now
- Password resets and multifactor reset/setup
- Responsible for escalating to the proper team members/teams
- On-site shipping & receiving of hardware for new hires and break/fix machines
- Imaging machines (Mac and PC)
- Inventory and asset management
- Basic familiarity with PC and Mac troubleshooting as well as Active Directory, SCCM, and JAMF
- Excellent Customer Service and teamwork skills
- Good in-person, phone, and written communication skills
- Ability to manage expectations and deescalate stressed users/situations
- Basic skills in working with tickets in ServiceNow – updating; assigning; closing; sorting; filtering
- Basic break/fix for end-users - troubleshooting simple issues with connectivity; peripherals; hardware; and software
- Basic asset inventory and stock room tasks - scanning delivered hardware into inventory; arranging warranty repair and replacement of broken items; imaging new machines; cleaning and maintaining stock rooms; doing physical asset counts
- Creation of process documentation
- Prioritization and basic ticket queue management
- Eagerness to learn the processes and procedures for IT at the company
