The Field Tech Support ensures the stable operation of computer hardware, software systems and network infrastructure for rental kiosks. Install, deploy, support and maintain all operating systems of said kiosks. Assist with system administration and networking. Provide general IT support.

Ensure the stable operation of computer hardware, software systems and network infrastructure for rental kiosks. Install, deploy, support and maintain all operating systems of said kiosks. Assist with system administration and networking. Provide general IT support.

Duties:

• Resolve issues over the phone with employees throughout the company including log in issues, escalated kiosk calls, parts requests, new hire set up, system and application issues, and checking connectivity of Cradlepoints.
• Guide customer service agents through diagnostics, installation and troubleshooting rental kiosks.
• Improving functionality of department by reviewing and correcting improper tickets and following up with agents on mistakes to ensure correction.
• Setting up new hires through active directory and setting up logins for all programs needed. Maintaining existing users, groups, and policies.
• Shipping necessary parts in a timely manner to employees and updating shipping information on orders.
• Provide order details including tracking numbers, shipment dates, and reasons for delays.
• Keeping track of inventory and ordering supplies when needed.
• Run reports daily by pulling data from multiple platforms and distributing info to every department to improve functionality of each department and maintain business continuity and recovery standards.
• Monitor kiosks and making work order requests for service to ensure maximum availability, performance and response rates/minimal down time.
• Repairing and installing necessary programs remotely on computers.
• Test and deploy new equipment to increase reliability and efficiency.
• Diagnose and repair applications, hardware, network, and O/S issues.
• Evaluate and analyze systems and metrics in order to provide recommendations for service improvements.
• Create and maintain high-quality documentation of all relevant specifications, systems, and procedures.
• Administrate mobile device management (MDM) for field technicians.

Program experience:

• Jira, Ring Central; MAX (Nice in Contact), MS teams; MS office (Outlook, Word, Excel, PowerPoint, Power BI and SharePoint); Rapid Rent; JDE; USA Epay; LogMeIn; OKTA; ASRX Admin; Netcloud; UKG; Uline; Hexnode; Atera; Mimecast; Active Directory

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)