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Job Title: Field Service Technician

Department: Operations

FLSA Classification: Non-exempt

Reports To: Region Manager

ROLE SUMMARY/OBJECTIVE

The Field Service Technician works directly with customers to provide high-quality service to maintain operational efficiency and maximize up time. This role will install, repair, and conduct preventative maintenance of hardware systems, provide server and software application support, and maintain accurate documentation of services. This position will maintain accurate records and inventory, develop a deep understanding of service level agreements, and maintain effective communication with all clients and stakeholders.

ESSENTIAL DUTIES AND FUNCTIONS

• Responsible for new hardware equipment installations.
• Provides equipment triage, maintenance, and repair for a variety of hardware products.
• Tracks inventory and records assets per company procedure.
• Provides system upgrades and replacements as needed.
• Managing multiple service tickets, promptly and thoroughly documenting the service provided and all steps taken to resolve tickets in the ticket management system.
• Provides timely updates to customer concerns and issues, encourages open lines of communication with all stakeholders.
• Assist or lead warehouse and depot operations.
• Tracking, maintaining and as appropriate disposing or recycling equipment and spare parts
• Leads hardware and software training and development.
• Other duties as assigned or requested.

SUPERVISORY RESPONSIBILITIES

Does this job have supervisory responsibilities for staff?

☐ Yes

☒ No

MINIMUM EDUCATION, EXPERIENCE, AND ABILITIES

• Experience using and supporting Android mobile devices.
• Familiarity with enterprise applications such as Microsoft Office suite, ServiceNow, and SharePoint.
• Advanced diagnostic and repair skills for various types of computers and other electronic equipment.
• In-depth understanding of service level agreements and ability to manage all service aspects of customer issues in a timely and effective manner.
• Experience with documenting all levels of service activities and ability to maintain detailed and accurate records.
• Skilled at managing inventory effectively and accurately, including experience in assisting in warehouse operations, device preparation, bench repair, and warranty management.
• Strong verbal and written communication skills with the ability to simplify complex technical terminology to provide excellent customer service and ensure customer satisfaction.
• Ability to execute work deliverables independently as well as collaborating with team members as needed while managing SLAs.
• High school diploma preferred.
• The ability to obtain and maintain necessary access and security clearances, including but not limited to State Driver’s Licenses, TSA/UEP clearances, and Federal security clearances relevant to your coverage area and position, this includes prompt attention to requests from the Resource Management Administration team.
• Three to five years of relevant technical experience required.
• Formal technical training or education in System Administration, Networking, or Microsoft Systems preferred.
• US Citizenship required by our client; no dual citizenship permitted.

TRAVEL REQUIREMENTS

• This is a hybrid role and will require both work from home, Form 10 facilities as well as a variety of client sites.
• Daily local travel is expected, with occasional overnight trips as required.

CERTIFICATES, LICENSES, REGISTRATIONS

• A valid and unrestricted driver's license, at time of employment, is required.
• Current certifications such as CompTIA IT Fundamentals (ITF+), CompTIA A+, CompTIA Security +, Google IT Support Certificate, Comp TIA Network+, and other relevant certifications are highly desired.
• This position requires the ability to obtain and maintain necessary access and security clearances, including but not limited to State Driver’s Licenses, TSA/UEP clearances, and Federal security clearances relevant to your coverage area and position.

PHYSICAL DEMANDS:

• Ability to lift 30-50 pounds routinely, occasionally up to 75 pounds.
• Requires long periods of standing, walking, recurring bending, crouching, stooping, stretching, reaching, or similar activities.
• Requires manual dexterity and ability to manipulate small objects.

WORK ENVIRONMENT

• Work is typically performed in a variety of office environments including exposure to heat, cold and/or air particles such as dust.

Form 10 Group, Inc., is a Service Disabled, Veteran Owned, Small Business (SDVOSB). Our team’s mission is to help our public sector agency customers become the most technologically advanced and efficient organizations possible so they can best serve their citizens, residents, and constituents. We are a premier provider of outsourced professional IT Services to large corporations serving the public sector and government agencies alike, nationwide. Come join a growing and dynamic team! For information on Form 10 Group, visit our website at Form 10 Group – The complete IT solutions company.

Form 10 Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Form 10 Group is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email employment@form10.com.

Form 10 Group is committed to growing a workforce free of discrimination, harassment and retaliation and maintaining a drug-free workplace.

Form 10 Group is an E-Verify employer, for more information please visit www.e-verify.gov.y.gov.