Where field expertise drives service excellence.
Field Services Representative
About the role
Passionate about network infrastructure? Your next role will ensure the networks we manage exceed the expectations of our clients. We’re on the lookout for a knowledgeable and customer-orientated Field Service Representative. We touch the lives of binge-watching, music-loving, game-playing, finals-taking, seminar-attending, class-selecting students by providing IT infrastructure that meets the needs of today’s technology-savvy generation.
This position will be supporting Union College in Schenectady, New York.
What you’ll be doing
As part of the Field Services team, you’ll ensure seamless field service execution, strong stakeholder relationships, and consistent delivery of network performance objectives. It’s a role with a lot of variety, and day-to-day, you’ll mainly be involved with:
Providing exceptional customer service, responding promptly to emergency outages, and managing onsite customer appointments within established 24–48 hour SLAs.
Configuring, installing, deploying, and supporting laptops, desktops, monitors, printers, and other hardware across Windows, Mac OS, and potentially Linux environments, including preparing new or reclaimed equipment using system imaging tools.
Managing help desk and escalation tickets, troubleshooting end-user issues, and resolving basic LAN/WiFi connectivity and networking issues involving TCP/IP, DHCP, DNS, and network devices.
Administering user accounts, equipment, and access for new hires and terminations, including Office 365, Exchange and SharePoint Online, Dropbox for Business, VoIP/call center systems, and office security access codes and fobs.
Supporting locally installed applications, including Microsoft Office, Adobe applications, Evernote, MindJet MindManager, and other business software, while providing end-user training as needed.
Maintaining equipment inventory, monitoring and resolving equipment alarms, coordinating replenishment, and working with vendors such as Dell, Cisco, Aruba/HP, and CDW on warranty and equipment support.
Coordinating customer installations, move-ins, conferences, special events, and other onsite activities while ensuring company policies and end-user agreements are followed.
Completing required reporting, documentation, administrative tasks, and training while addressing customer and network escalations as needed.
What you’ll bring
Think you could make a difference here? We’re looking for a hands-on leader with technical expertise and a passion for team development. You’ll bring both operational knowledge and leadership capability to drive results from day one. You’ll also have some of the following:
Skillset equivalent to a Help Desk Level II technician.
1 to 3 years Windows and/or Mac OS hardware and software support.
1 to 3 years of help desk experience in a medium to large scale environment.
Microsoft Office support, including Outlook/Exchange and SharePoint Online support, Google G-Suite, Zoom, Schoology, and others.
Documenting and adhering to established technical procedures and best practices.
Experience managing workload with a ticketing system, including service orders and account information gathering. ServiceNow experience preferred.
Remote desktop support.
Understanding of Active Directory user accounts, security groups, and file share permissions.
Understanding of system virtualization and reducing hardware footprint.
Preferred qualifications:
Basic network troubleshooting and connectivity support, including the foundational understanding of TCP/IP, VoIP, LAN, and WIFI connections.
MCP, CCT, A+, Net+, or ACTC Certification.
Associate degree in Information Technology or closely related field.
Streaming, video conferencing, and audio-video support.
Understanding and familiarity with VoIP technologies.
Physical requirements
You’ll use your hands to type, use power tools. You’ll stand, walk, reach with arms and hands, and due to the need to…