EUC Field Support Specialist - Kalispell, MT

  • Endpoint Utility Corp
  • Remote (Kalispell, MT, USA)
  • Jun 16, 2022
Full time Information Technology Installation-Maint-Repair Mid Level Networking (IT) Technician

Job Description

Position Overview  

At Endpoint Utility our Field Service Technicians are boots on the ground and first line of support. In this position, you are responsible for supporting all endpoint computing, mobile devices, and productivity software out of a central location with a focus on hardware support. As the face of Endpoint Utility, this role is focused on interpersonal communication skills and good customer service practices. You will respond to customer inquiries in person, via phone, email, and chat. It is critical that associates possess strong verbal and written communication skills.  You will collaborate with other Field Service Technicians and other Service Desk members to share knowledge and assist when needed. 

 

Job Details

  • Effectively be able to resolve of find a solution for the customer’s issue. 

  • Manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms. 

  • Accurately record, prioritize, categorize, and track the event or issue in Customer Relationship Management tool. 

  • Respond to all Customer requests in timely and professional manner.  

  • Have a sense of ownership of the customer’s issue.  

  • Coach end users on the appropriate use of equipment, software, and/or reference materials.   

  • Diagnose hardware issues from cosmetic to a faulty internal component. 

  • Track assets through an asset management system. 

  • Provide logistical support for the movement of assets. 

  • Assist with the disposal of broken and/or old assets. 

  • Research/troubleshoot issues using the tools available.   

  • Navigate and maintain reference support materials.   

  • Proactively following up on all open issues.   

  • Work closely with other team members to identify and suggest resolutions and improvements.   

  • Other duties as assigned.   

Work Environment  

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).  

  • Ability to work in a confined area.  

  • Ability to sit at a computer terminal for an extended period of time.  

Skills and Experience

  • Two-year Associate Degree (field related) or equivalent experience required.   

  • Must have a comprehensive knowledge of computer hardware/software concepts.   

  • Must be able to diagnose and resolve hardware and mobile device issues. 

  • A+ certification preferred, but not required.   

  • Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.   

  • Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.   

  • Must have excellent customer service and interpersonal communication skills.   

  • Must have the ability to work in a team environment and present a professional image.   

  • Must be able to multi-task and be flexible with assigned work schedule.  

    Benefits and Perks

  • Competitive compensation

  • Company health insurance plan

  • Paid vacation

  • Remote worker

Physical Demands  

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone, and keyboard.  

  • Specific vision abilities required by this job include close vision requirements due to computer work.  

  • Regular, predictable attendance is required.