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IT Field Service Technician
IT Field Service TechnicianMindlance • Kansas City, MO, US
IT Field Service Technician

IT Field Service Technician

Mindlance • Kansas City, MO, US
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ONSITE - DURATION - 4 MONTHS - MAYBE TEMP TO HIRE - SHIFT - MON-FRI 8AM - 4 : 30PM

Position Summary

The IT Service Delivery will be responsible for ensuring that client related technical issues are resolved in a quick and proper manner. This position will require significant interaction with internal clients, IT associates, and third-party service providers. Position requires a strong bias towards service, quality, and customer satisfaction.

Requirements

  • Associates degree in Computer Science or related discipline. Equivalent work experience or certifications will be considered.
  • Minimum of 1 year relevant direct technical support experience preferred.
  • Typical hours of work, Mon-Fri, first shift. With potential for longer hours depending on need.
  • Work experience within a pharmaceutical manufacturing and / or laboratory environment is preferred but not required.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to work effectively under pressure to meet deadlines. Individual may be required to sit, stand, walk regularly and occasionally lift 0-50 pounds. Be accessible to general office, laboratory & manufacturing areas and use required office equipment. Specific vision requirements include reading of written documents and frequent use of computer monitors.
  • Must be able to work non-standard hours (weekends, evenings, nights) as needed.
  • Service oriented attitude (flexible, personable, approachable).

Key Responsibilities

  • Understands basic user technology issues and provides solutions based upon basic proven methods.
  • Researches, evaluates, and provides technical solutions to address defined business requirements. Identifies alternatives and present recommendations that meet user needs and comply with established standards.
  • Interacts with clients to process basic service requests or resolve basic technical problems.
  • Replaces and rebuilds hardware components as needed.
  • Installs / removes / configures basic software applications.
  • User account administration.
  • Procurement in accordance with corporate guidelines.
  • Compliance with purchasing licensing guidelines.
  • Coordinate local support vendor relationships.
  • Ensures compliance with system patching & AV requirements.
  • General site application support & troubleshooting.
  • General network, telecom & server support.
  • Ensures call tickets are updated and closed in a timely manner. Escalates calls to Manager, Field Service and / or other teams as required.
  • Understands and complies with relevant Standard Operating Procedures.
  • Effectively communicates clear, concise, and accurate status as required.

    • Key Competencies

  • Must have excellent understanding of personal computers, peripherals & associated accessories. Solid understanding of personal computing applications (MS-Office 365, Teams, Visio, Outlook, etc.).
  • Working knowledge of networks and server infrastructure.
  • Good working knowledge of business applications.
  • Responds directly to clients regarding routine requests in a timely manner.
  • Assists colleagues in providing counsel to others on complex issues; aids in the development of strategies for achieving client goals.
  • Good analytical and problem-solving skills, with strong attention to detail.
  • Strong interpersonal skills with excellent written and verbal communication abilities.
  • Self-motivated with the ability to function independently in a deadline driven work environment.
  • Good understanding of computer systems validation is desired.

    • EEO

    "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority / Gender / Disability / Religion / LGBTQI / Age / Veterans."

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    It Field Technician • Kansas City, MO, US