Field Services Technician Tier 1

Job Description

Job Description

Description :

Department : Field Services

Travel Required : Yes

Reporting to : Field Services Manager

Position Type : Full – Time In Person

Human Resources Contact : Human Resources Manager

Pay Range : $26.44 / hour

Company Overview

Heiden Technology is a Managed Service Provider located in Auburn Hills, MI and Clarkston, MI areas. HTS is set on transforming our client's IT infrastructure by delivering innovative, reliable, and tailor-made technology solutions. We offer IT packages to either help our client's overall structure or strengthen their current IT department. We are looking for employees who are customer-focused with a positive mindset. These individuals will adapt well in an always changing industry and offer proactive, detail-driven solutions. As part of our team, you will work with innovative technology, receive continuous training and support, and contribute to a culture that values teamwork, growth, and personal development.

Job Summary

The Field Services Technician is responsible for delivering on–site client support and technical expertise to ensure the efficient operations of computer systems networks and related IT infrastructure. This role involves trouble shooting hardware and software issues, implementing solutions, and providing excellent customer service. This position does require some flexibility to work outside of regular business hours. It is also required to participate in the on-call rotation for after-hours support.

Responsibilities

• Respond to service requests and provide on-site assistance to end-users.
• Participation in on-call rotation cycle.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and upgrade computer systems and software.
• Maintain detailed records of completed work, entering timely notes for service tickets while in the field.
• Identify and resolve technical problems in a timely manner.
• Collaborate with remote support teams to escalate and resolve complex issues.
• Perform routine maintenance tasks, such as system updates and patches.
• Conduct hardware repairs and replacement as needed.
• Assist end-users in understanding and utilizing IT resources effectively.
• Provide training in software applications and basic troubleshooting procedures.
• Maintain accurate records on on-site visits, service requests, and resolutions via ticketing in ConnectWise.
• Document hardware and software configurations for future reference
• Deliver excellent customer service, ensuring a positive experience for end-users.
• Perform regular vehicle inspections and report required maintenance to Supervision.
• Communicate technical information in a clear and understandable manner.
• Collaborate with other team members and departments to achieve organizational goals.
• Participate in team meetings and knowledge-sharing activities.

Requirements : Requirement

Education and Experience

Skills

Benefits