• Field IT Support Specialist

    Job Location US-NJ-Camden
    Posted Date 1 month ago(12/19/2018 11:06 AM)
    Job ID
    Full-Time / Part-Time
    Regular / Temporary
  • Overview

    The position is responsible for providing level 1 and 2 desktop/network support for over 50 schools & programs across the US.  The primary responsibility is to troubleshoot and resolve desktop/network related issues escalated to the Field Support Team. You will be tasked with coordinating with 3rd party vendors, local staff support to resolve any issues as well as communicating with senior management team members. Project planning experience is a must. Frequent travel (air, car, train) will be required.


    Technical Services Duties 

    • Support will include but not limited to; Office 365, Remote desktop connection via Teamviewer, device OS issues, virus/malware, with minimal network support for LAN and WiFi 
    • Provide technical support for all Catapult Owned and Managed schools via remote or on site support 
    • Creating Purchase Orders and obtaining quotes from vendors 
    • Coordinating with 3rd party IT vendors and local IT support 
    • Communicating regular (weekly, monthly, quarterly) updates to senior team members 
    • Require to image and configure new machines for deployment Must also reimage and swap out older computer equipment if/when needed 
    • Maintain record of support transactions through the Freshdesk ticketing system for various problems and actions taken which includes documenting description issues, email communications, updates and full resolution steps 
    • Provide detailed project notes and documentation 
    • Take ownership of role, provide recommendations and best practices to senior team members 
    • Work with other team members and assist on special projects 
    • Answer other inquiries involving computer software and hardware to its full completion and in a timely manner 
    • Act as liaison between customers and internal staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process. 
    • Demonstrate high level of professionalism dealing with client and confidential information 


    Training, Experience, Knowledge and Competencies 

    • 4 year college technical degree or equivalent technical experience/certification 
    • A+ Certification preferred 
    • 2+ years of IT based customer support and customer service experience 
    • Knowledgeable on imaging machine process required 
    • A good understanding of network concepts a plus 
    • A good understanding of anti-virus and anti-malware software preferred 
    • Working knowledge of Office 365 
    • Ability to meet tight deadlines 
    • Sense of urgency, multitasking and time management skills 
    • Willingness and proven ability to learn new applications 
    • Strong oral and written communication skills, and detail oriented 
    • Good understanding of computer hardware and operation system preferred 
    • Must be a team player and able to work with all levels both internal and external professionals 


    Physical Demands of the Position 

    • 50% sitting, 50% standing. At times requires lifting up to 100 pounds, with assistance. 
    • Required to travel to other across United States 
    • On Call if/when required 
    • All other duties as assigned. 


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