IT Helpdesk/Field Technician

## Description **SUMMARY:** The Information Technology Support Specialist is responsible for providing technical support & related technical services to all Front Porch business and residential lab computer users. This position provides both telephone and in-person support to end-users to ensure full and effective utilization of technology and smooth performance of all end-user systems and peripherals. This position is involved in all aspects of end-user technology from implementation and training, to the day to day support and maintenance as well as troubleshooting and problem resolution. The IT Support Specialist should be able to learn and function successfully in a fast paced emerging technology and team focused environment while at the same time deliver high quality service and achieving total customer satisfaction. **ESSENTIAL DUTIES AND RESPONSIBILITIES:** include the following; other duties may be assigned. **Customer Service Requirements** - Ability to clearly understand customer needs, meet them successfully in a manner that exceeds the customers expectations and results in total customer satisfaction - Maintain positive attitude and friendly demeanor at all times - Communicate clearly and effectively, both written and spoken - Strong interpersonal skills and the ability to work in a team environment - Apply **Front Porch Core Values** in every aspect of your work - Work is to be completed timely with consistent accuracy and attention to detail and positive results - Communicate effectively with Management, specifically to key escalation person (IT Helpdesk Team Manager) - Develop a professional, courteous, and long lasting relationship with our customers - Establish and maintain productive working relationships with internal and external customers - Provide and demonstrate good judgment in escalation procedures following support guidelines **Job Requirements** - Travel to facilities in Los Angeles, Orange and Ventura Counties and occasionally San Diego and San Jose areas – including overnight stays at facility/hotel - Learn and master all end-user technologies employed by the organization - Install, maintain, upgrade and troubleshoot desktop applications - Install, maintain, upgrade and troubleshoot end-user hardware including workstations, printers, scanners, copiers, iPhones, iPads, Tablets - Configure workstations and laptops using duplication/imaging software - Move computers, printers, equipment within, around, and to facilities - Maintain & update inventory, user and support databases based on work performed - Research issues with the use of search engines, software tools, knowledge base’s, books and manuals - Train and provide in-person and telephone support to customers - Provide rotational once a month weekend and after hours on-call support for Helpdesk voicemail messages left and emails sent to Helpdesk - Create documentation for end users, in services, and when otherwise instructed - Basic knowledge of emerging technologies: Office Suite upgrades & OS upgrades - Basic Knowledge of TCP/IP Network and Active Directory - Communicate effectively to all team members on the status of work completed, outstanding, or otherwise on a daily basis - Keep task list up-to-date daily including the ability to organize, prioritize, plan and schedule work - Verify work tasks daily at the beginning and ending of each day with Help Desk Team Manager - Ability to complete paperwork on a weekly basis (expense reports, status reports, etc) - Work closely with supervisor to provide ways of improving customer service - Recommend changes and process improvements to management - Complete special projects and all other duties as assigned **QUALIFICATIONS:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabi…