Ld Technician - Field Svcs

Description & Requirements

The IT Field Services Lead Technician is responsible for resolving all technical issues for all end points for their dedicated location.

Lead technicians are the lead subject matter experts and have in-depth knowledge of each project's specific applications and systems needed to keep the project operational.

They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, resolving incidents related to end user systems and maintain access to mission critical systems within the defined SLA.

This role is also the considered to be the technical lead for the supervisor that identifies, researches, and resolves technical issues for our Tier 1, 2 and Sr.

Technicians.

Lead technicians are also responsible for managing the relationship between the business and IT.

Essential Duties and Responsibilities:
- Work in liaison with IT and vendors to provide hands-on/on-site support, testing, and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
- Provide Tier 3 Level support for requests that cannot be resolved remotely where on-site hands-on inspection and remediation is required.
- Identify, research, resolve technical issues for local and remote staff.
- Become the subject matter expert for various software applications and end point configurations for the business.
- Perform on-site activities, related to installation, repair, management, and maintenance.
- Manage and maintain onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.
- Track IT Assets and maintain updated information in the appropriate ITAM database.
- Document, track, and monitor problems to ensure timely resolution within the established SLAs of the business.
- Become a key contributor in maintaining and updating various software applications and desktops configurations to ensure compliance.
- Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
- Perform technology upgrades and refreshes.
- Collaborate and partner with other disciplines of IT to research, test, and implement IT enterprise initiatives.
- Assist in tracking and completing tickets pertaining to application, network, and system issues.
- Administer user accounts and permissions to various applications as well as client software.
- Serve as technical liaison between program staff and IT.

- May act as a team lead assisting the supervisor or manager with leading daily operations.

Works in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.

• Provides Lead Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required

• Identify, research, r...