Remote Tier 1 Helpdesk Jobs in Silver Spring, MD

Description

POSITION TITLE: Field and Network Operations Technician

TEAM: Managed Services 

REPORTS TO: Director of Managed Services

FLSA CLASSIFICATION: Hourly, Non-exempt

LOCATION: Headquarters (On-Site)

At the heart of Gable lies a passion that transcends the conventional. We're more than just creators of visual communications; we're experts at creating experiences. We believe that every brand, building, and place has a unique story to tell, and our mission is to elevate the way they are seen, experienced, and remembered. 

We are committed to fostering a collaborative and inclusive work environment where team members can thrive and contribute to our shared success.

This role provides Tier 1 and Tier 2 technical support through remote management tools, phone, and email to help maximize system uptime and maintain a high level of client satisfaction. The Network Operations Technician works closely with internal Gable technical teams, remote technicians, and third-party vendors to diagnose, escalate, and resolve software, hardware, connectivity, and CMS-related issues.

The position is responsible for timely ticket resolution, accurate documentation in ConnectWise, operational metrics support, knowledge base contributions, and consistently representing Gable's commitment to responsive, professional, and effective service. The position requires periodic field service backfill to support service and installation.

Technical Support and Troubleshooting

• Respond to support requests in a timely, professional, courteous, and patient manner.
• Provide Tier 1 and Tier 2 technical support using remote management tools, phone, and email.
• Troubleshoot software, hardware, computer, media player, CMS applications, endpoint performance, and connectivity issues.
• Communicate technical information clearly to non-technical users while maintaining a positive support experience. Follow up with users, clients, vendors, and internal teams to confirm issues are fully resolved.
• Conduct field service repairs for kiosks, LED boards and related systems.

• Resolve tickets within established service level agreements and escalate unresolved or complex issues appropriately.
• Accurately document incidents, troubleshooting steps, resolutions, and support activity in ConnectWise.
• Organized, up-to-date ticket records and inventory records using proper ConnectWise procedures.
• Participate in service ticket reviews and provide data for reports, metrics, and other requests as directed.
• Contribute to internal knowledge base documentation, procedures, support guides, and training materials as needed.
• Coordinate allocation and shipping of replacement parts to job sites for service support.
• Field Service and Systems Deployment Support
• Configure, deploy, maintain, and support computers, media players, cellular connectivity devices, and related peripherals for kiosks and LED displays.
• Set up and deploy new computer systems for kiosks, LED displays, digital signage endpoints, and related managed systems.
• Support software installations, updates, patches, password resets, user account management, and access permissions.
• Prepare requests for NTE proposals with anticipated labor and material estimates as directed.
• Support remote technicians by providing diagnostic instructions, guidance, and follow-through.
• Service Quality, Security, and Continuous Improvement 
• Respond to client correspondence and requests timely and in alignment with metrics and contractual requirements.
• Perform routine maintenance and system checks as necessary to support endpoint uptime and quality or service.
• Follow company security policies, service management principles, and technical support best practices.
• Maintain a high degree of customer service for all support requests and represent Gable professionally. 

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent technical training or related work experience may be accepted.
• One to three years of help desk, desktop support, technical support, or related experience preferred.
• Experience with ticketing systems, remote support tools, and service management platforms preferred.
• Experience supporting both software and hardware systems, including computers, media players, peripherals, and connectivity devices.
• Strong AV, computer, digital signage, and hardware knowledge preferred.
• Strong attention to detail, organizational skills, and ability to multitask in a support environment.
• Direct experience servicing LED boards and/or kiosks preferred.
• Excellent communication skills, positive customer service attitude, and ability to explain technical information clearly.
• Strong desire to learn new software, hardware systems, digital signage technologies, and support processes.

This position requires the ability to perform administrative and technical support tasks in an office and service support environment. The team member must have manual dexterity to operate computers, phones, tools, devices, peripherals, and related technical equipment, along with visual acuity with correction and the ability to speak and hear effectively.

• This role is based primarily at headquarters and operates in an office/service support environment with occasional exposure to fabrication, manufacturing, and warehouse facilities.
• The team member may occasionally be exposed to factory conditions such as noise, fumes, dust, mist, moving equipment, and production activities. Appropriate safety procedures and personal protective equipment must be followed when required.

Up to 25% travel may be required. Travel may be local, out-of-state, or international and may occasionally be required on short notice depending on service needs. The role may also require work outside regularly scheduled hours when needed to support service issues.

Gable is committed to providing reasonable accommodation to individuals with disabilities throughout the hiring process and in the workplace. If you require an accommodation to complete an application, participate in an interview, or perform the essential functions of a position, please let us know. Requests for accommodation will be considered on a case-by-case basis, consistent with applicable law.

Compensation is commensurate with education and experience. Compensation includes hourly pay, overtime eligibility, 401(k) participation, and ESOP participation.

Requirements

ADDITIONAL REQUIREMENTS

All prospective team members must pass a criminal background check and drug test. Candidates must also meet I-9 and E-Verify employment eligibility requirements.