FIELD SERVICE TECHNICIAN III - W2 fulltime

Job description

FIELD SERVICE TECHNICIAN III

WHAT IS THE OPPORTUNITY?

Provides technical, end-user support to internal desktop systems used by colleagues. Performs general maintenance tasks, troubleshoots and repairs standard computer systems and peripheral equipment located throughout the customer. Provides quality customer service-onsite support to colleagues.

Works on assignments that are moderately complex in nature where judgment and initiative are required in resolving problems and making recommendations. May determine methods and procedures on new assignments.

Technology and Innovation Division
As a member of Technology & Innovation group, you will drive, develop, and maintain solutions for clients and colleagues. This is an exciting time of technology advancement and innovation across the bank, particularly within our technology teams.

WHAT WILL YOU DO?

• Evaluates, installs, and integrates third party packages and the advancement of current systems.


• Repairs and provides preventative maintenance of personal computer and peripheral components such as monitors, keyboards, printers, and disk drives.


• Installs upgrades and backs up software and hardware applications.


• Resolves reported desktop problems related to hardware, operating systems, and configuration issues through troubleshooting and research to facilitate employee productivity. Escalates to higher level if necessary.


• Prioritizes and updates problem status information to colleagues.


• Maintains data integrity and security for the desktop environment.


• Communicates highly technical information to both technical and non-technical colleagues.


• Logs and prepares progress reports for all repair/service performed into existing ticketing system.


• Communicates to user time line for completion of trouble ticket.


• Represents the Bank by actively participating in outside civic and community affairs, business and industry-related organizations, and other professional activities as appropriate.


• Fosters and maintains good relationships with colleagues to ensure that processes are integrated to support expected customer service levels.


• It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.

WHAT DO YOU NEED TO SUCCEED

Must-Have*

• *High School Diploma or GED required


• *Minimum 3 years of experience in troubleshooting computer hardware required


• *Minimum 3 years of experience using Windows 7, Windows 10, Mac OSX Operating Systems to diagnose and repair PC problems

Skills and Knowledge

• Sound knowledge of Windows and Mac Operating Systems and ability to diagnose and repair PC problems


• Working knowledge of networking basic to the hub level and network administration


• Good analytical, planning, interpersonal, and verbal and written communication skills


• Proficient with Windows and Mac based computers, related software packages, SCCM, Casper, and local area networks


• A+ certification, MCSE, JAMF education preferred


• Proficient in using Service Now ticketing system


• Incident management


• SLA tracking


• Video conferencing/AV support


• Mobile device support with iOS and MDM


• Must be able to contribute to special projects in conjunction with regular day to day activities


• Develop and assist in maintaining required technical documentation


• Must have reliable transportation to support various New York branch's and office sites

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.