IT Field Services Support
Role Overview
The IT Field Services Support Specialist is part of the core Field Services team and supports US and international users.
The role provides front-facing assistance through walk-up service, email, telephone, and remote tools.
Key Skills for This Role
Full Job Posting
Role overview
The IT Field Services Support Specialist is part of the core Field Services team and supports US and international users.
The role provides front-facing assistance through walk-up service, email, telephone, and remote tools.
Responsibilities
- Facilitate walk-up desk service and use the ServiceNow incident knowledge base platform.
- Analyze, diagnose, document, resolve, and escalate reported issues and outages.
- Assist IT engineering and operations teams with infrastructure, applications, and hardware.
- Configure, install, and troubleshoot laptops, mobile devices, and printers.
- Respond to user support inquiries globally, including at the primary office location.
- Support Microsoft 365, Commvault, Cisco products, JAMF, Active Directory, Intune, Autopilot, SCCM, and related technology.
- Support conferencing, mobile devices, multifactor authentication, VoIP, LAN connectivity, Mimecast, and network printers.
Qualifications
- Telephone customer service experience is required.
- Solid understanding of Office 365 and fundamental PC hardware, software, and connectivity is expected.
- Previous incident management or tracking system experience is required.
- Three to five years of help desk or technical support experience is preferred; a technology college background is preferred.
- Windows 11 experience is listed; Mac OS X experience is preferred.
- Knowledge of MS Exchange, Active Directory, SharePoint, LAN/WAN networking, VPN, and TCP/IP is sought.
- Basic understanding of ITIL-based structures is sought.
- Weekend and after-hours support is required; light travel may be needed.
Compensation
- Annual salary range is $65,000–$80,000, depending on education, experience, skills, and geography.
- A discretionary bonus program may also apply.
Work location
- The role description states that the position will be based in the New York office.
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