Field Service Tech IV
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Key skills for this role
Role Overview
• Provide technical support to both local and remote end-users with the installation and troubleshooting of hardware/software and networking components to meet individual computer needs
• Perform root-cause analysis to diagnose, troubleshoot and resolve issues, and/or route through proper escalation channels, as needed
• Provide audio-visual support for the on-site conference center and additional meeting rooms.
• Provide high-level support to members of the executive C-Suite
• Manage and facilitate moves, adds, and changes associated with end-user hardware
• Perform new computer configuration and coordination of workstation upgrades/replacements based on the established lifecycle model.
• Provide support of mobile devices and VoIP phones
• Resolve printer issues
• Provide timely resolution to customer issues and requests according to established SLAs
• Document and track work via online ticketing system
• Create and modify knowledge base (KB) articles and procedures
• Engage in occasional after-hours or surge support assistance to other functional IT areas, as required
Key Skills for This Role
Full Job Posting
Job Description
Provide technical support to both local and remote end-users with the installation and troubleshooting of hardware/software and networking components to meet individual computer needs
Perform root-cause analysis to diagnose, troubleshoot and resolve issues, and/or route through proper escalation channels, as needed
Provide audio-visual support for the on-site conference center and additional meeting rooms.
Provide high-level support to members of the executive C-Suite
Manage and facilitate moves, adds, and changes associated with end-user hardware
Perform new computer configuration and coordination of workstation upgrades/replacements based on the established lifecycle model.
Provide support of mobile devices and VoIP phones
Resolve printer issues
Provide timely resolution to customer issues and requests according to established SLAs
Document and track work via online ticketing system
Create and modify knowledge base (KB) articles and procedures
Engage in occasional after-hours or surge support assistance to other functional IT areas, as required
Required Skills and Education
- High School diploma and 2+ years work experience or equivalent experience
- Candidate must be able to be granted and retain a secret security clearance.
- Basic networking troubleshooting skills
- Extensive knowledge of Windows 10/11 OS
- Working knowledge and experience using Active Directory
- Working knowledge and experience using MS365; Teams, Intune, and OneDrive
- Working knowledge of installation of software via SCCM
- Experience troubleshooting VPN connectivity issues
- Experience using online ticketing systems
- Experience utilizing remote application software to provide service to both on-site and off-site users
- Experience supporting mobile devices
- Experience imaging laptops and adding computers to the domain
- Ability to work well with others and in a collaborative team environment
- Quality customer service and a proactive approach to problem resolution
- Excellent communication skills; oral and written
- Ability tor drive between multiple local area sites
Preferred Skills and Education
- CompTIA Security + and/or A+ Certified
- Preferred current Secret Clearance
- Experience supporting C-Suite executives
- Windows 10 & 11 Operating System support
- Microsoft application support
- Remote support application software
- ServiceNow
- NexThink
About BAE Systems
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