Job Information
CompuCom Field Support Technician in Las Vegas, Nevada
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the e X cell team.
Our client is currently seeking a talented Field Support Technician to join their team onsite in Las Vegas, NV. This position requires local travel.
The IT Field Support Technician is primarily responsible providing end user support for all technologies in client locations. Technologies include, but are not limited to, Point of Sale, computers, tablets, mobile devices, thermal and laser printers, wireless devices, digital signage, A/V, telephony, low-voltage cabling, as well as wireless, cellular, and local area networking. The role will frequently interact with outsourced partners who provide support on specialized technologies. Tasks include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT End User support functions, as needed. The successful candidate will possess deep technical knowledge, exceptional interpersonal skills. This role is the focal point for customers in the geographic area that they support.
Accountable for:
Responsible for managing and overseeing, planning, scheduling special projects and deliverables ensuring all project activities are executed efficiently and on time
Provide support and mentor other IT Sr Field Techs and Field Tech Analyst to define goals that will develop the skills, abilities, and knowledge to help them progress
Awareness and Maintenance of all IT hardware software in and around assigned region / location
Overall IT related satisfaction of users
Stability of IT systems and services used by company Executives and Executive Admins
Ensuring that company Executives and Executive Admins understand how to best use the technology provided to them
Ensuring that other IT colleagues, teams, and 3rd party vendors deliver on commitments to company Executives and Executive Admins
Helping the overall IT and End User Support team achieves assigned goals
Manage and work an assigned ticket queue providing expert level service
Provide timely updates on projects and helpdesk tickets
Work on special projects and deployments as directed by management
Participate in and initiate process improvement actions and recommendations, including technical documentation
Collaboration with Facilities, Operations, and other IT Colleagues to address underlying issues that cause service disruptions or general user satisfaction
After hours / weekend tasks will be expected when necessary
Flexibility and strength to lift 60lbs and install cabling in less than adequate conditions. Bending, twisting, squatting, pushing, carrying and overhead reaching are essential in performing necessary functions
Daily Tasks Include:
Manage, plan, and oversee special projects from beginning to completion
Identify and resolve issues and risks that may impact project goals
Track project progress, maintain project documentation, and report to management
Assign tasks and responsibilities to IT field tech members as assigned by managers
Ensure ticket escalations are resolved with urgency and / or routed to the correct resolver group for quick resolution
Deliver world-class IT support to onsite and remote users
Quickly resolve complex, break / fix issues in person or via telephone
Perform installations, replacements, upgrades, and other hardware / software related tasks as needed
Setup and monitor high-priority executive meetings utilizing collaboration and AV services
Perform regular walkthroughs to provide proactive support to high visible individuals
Acts as a resource for IT support, projects, and other initiatives as needed
Receive and respond to incoming support requests in a timely manner including off hours
Follow set procedures for logging, reporting, and statistically monitoring desktop operations
Set reasonable expectations that can be delivered on
Provide IT system and software training
Technician Designation:
The Field Technician specializes in specific Field Technology domains. Additional responsibilities include:
Provide recommendations regarding new standards to better support users.
Work on special projects and deployments as directed by management
Support and direct the work of others in support of Field Technology they specialize in
Lead upgrades and / or replacement of Field Technology standards they specialize in
Research improvements to Field Technology standards
Provide leadership for questions, concerns, or issues related to Field Technology standards that they specialize in
Travel to support, deploy, and collaborate on Field Technology they specialize in
Assist other Field Technicians with technology, support processes, and services
Participate in Vendor Governance processes for technologies they specialize in
Optimizing hardware / software / networking products and configurations as scripted ensuring client satisfaction
Skills and Qualifications:
Bachelor's degree or equivalent experience
Minimum 3+ years of direct experience supporting Point of Sale systems
Minimum 5+ years of experience in desktop hardware, operating systems, smartphones, and printers
Proficient with computer hardware repair and can troubleshoot / resolve software and operating system issues
Working knowledge of:
Microsoft Windows 10 and 11
Mac OSx
Apple iOS
Android OS
Microsoft Office 365
PCs, tablets, laptops, printers, MFDs, POS, and various user devices
A+, Dell, and Microsoft certifications a plus
Familiarity with networking / layer 1
Hands-on troubleshooting experience with the ability to perform under pressure
Strong written and oral communication skills
Strong analytical and problem-solving skills, with keen attention to detail
Must be organized, detail-oriented, deadline-driven, and able to handle multiple responsibilities in a fast-paced environment
Must possess strong service orientation with a focus on client satisfaction
Highest degree of professionalism and integrity
Must have good time management and organizational skills
Must possess a wide degree of creativity and latitude
Must be passionate about continuous improvement
$30.00 - $31.50 per hour
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e X cell ™ Supports Equal Employment Opportunity* e X cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com .
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CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.
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