IT Field Technician (Onsite DC, Part Time)

Field Technician (Service Team), reporting to Dynamic Network Solutions Team Lead, is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance and problem identification and resolution.

Field Technicians serve as technicians for K-12 schools and Small Businesses in the DC/Maryland/Virginia area, and also travel to sites for unexpected outages. The role requires a flexible daytime schedule, outgoing personality and unbeatable customer service., * Serve as technician at a school customer site for up to 28 hours a week (8:30am-5pm)

• Troubleshooting end user technology including but not limited to PCs, Apple MacBooks and Chromebooks
• Troubleshooting user problems in person working with end users on their support needs and providing basic training as needed
• Onsite resource to drive resolution on service tickets and escalation as needed but continuing to own the ticket to completion, and must have reliable transportation to the job site and to be able to drive to other sites in the client organization network as needed
• Analyzing remote monitoring reports to identify capacity and performance issues and remediate them
• Interface with appropriate technical personnel and account managers for customer problems that cannot be resolved effectively
• The ability to manage, maintain, troubleshoot, and support our users' networks, equipment, software and services working with rest of team as needed
• Assist the service desk team in design and development tasks
• Drives problem investigations and resolution as required
• Collaborate on process documentation for the service desk team
• Remediate and improve on functions within service delivery
• Answer and remediate issues via assigned remote tickets or helpdesk calls
• Perform all scheduled activities such as moves/adds/changes, maintenance, documentation, and reporting and entering all time into ticketing system

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service desk issues to the Engineering team and communicate clear next steps
• Communicate escalated issues to account managers & customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Involvement in the design and building of new services
• Attend regular service team meetings and provide feedback
• Understand internal processes by completing assigned training materials
• Enter all work as activities, service tickets, or project tickets

• Experience supporting PCs, Apple Macbooks and Chromebooks
• Experience with Projectors and classroom AV is a plus
• Professional IT Certifications are a plus, such as: Net+
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skill in planning and preparing written communications
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Education and Experience

• At least 1 year of end user technical support experience in a similar client base
• Proven experience in customer service
• A+ / Google IT Support Certification
• Experience with Google Workspace & Microsoft 365. Management of those environments is a plus
• Experience with Windows Server Active Directory, network topologies and hardware
• Experience with ConnectWise Manage, ConnectWise Automate, or Zendesk is a plus

Key Competencies

• Excellent written and verbal communication skills
• Strong organizational skills
• Problem analysis and problem-solving
• Ability to quickly adapt quickly
• High stress tolerance at times
• Passion for teamwork, continuing education, and exceptional customer service

This role requires a reliable vehicle and willigness to drive to customer sites. It also requires a standard background check for placement in school environments.