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Job Information
Job title

Field Service Technician

Company ACS Inc
Wage between $0.00 - $0.00 Annually
Location United States, California, Santa Clara
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 7/9/2008
Description
Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!

Functional Description:

Responsible for providing Tier II support for desktop hardware and software issues and works to resolve issues.The Field Service Technician troubleshoots assigned tickets generated by Tier 1/Help Desk Analyst and works with customer through to problem resolution, documents resolution in ticket and when applicable for knowledgebase (Track-It! Solutions).Additional duties may include developing technical documentation, writing FAQs, and maintaining knowledgebase.Must be self-motivated, flexible, dependable and a team player.Position requires travel within the City and the ability to adapt to flexible work hours, which may require overtime for the timely completion of projects and/or problems.

Skills:
  • Microsoft Windows Operating Systems NT, 2000, XP, Microsoft Office productivity suite, GroupWise, Internet Explorer, Adobe, Track-It!, LAN, WAN and basic networking protocols and standards.
  • Previous experience with help desk tracking software helpful, Track-It! preferred.
  • Attention to detail and excellent customer facing skills. Good follow through to see issues through to final resolution.

    Technical Responsibilities:
  • Provides on-site desktop support for City employees
  • Back up to Help Desk Analyst or Tier 1/Help Desk Analyst when requested or required.
  • Enters reported issues into incident management system for tracking purposes; prioritizes, researches solution and completes assignment as necessary.
  • Analyzes, troubleshoots and repairs/remedies computer systems, hardware and computer peripherals, as requested or required.
  • Maintains, upgrades and/or updates computer systems, hardware and computer peripherals, as requested or required.
  • Maintains current technical abilities and familiarity with standard technical concepts, practices and procedures.
  • Documents solutions for submission into Track-It! Solutions database or other appropriate knowledgebase.

    Department Responsibilities:
  • Attend staff meetings.
  • Adhere to all department policies and procedures.

    Special Projects:
  • Participate in special projects as assigned by End User Services Manager or Project Manager, including preparing technical documentation, software development, testing, research, and/or hardware research and testing.
  • Communicates necessary information to entire team on project/ticket status, changes and/or procedures.

    Customer Interface:
  • Excellent customer support and personal skills.
  • Follow-up with customers regularly throughout the issue resolution process to ensure smooth communication, as required or requested.
  • Provide up-to-date information to customers in response to specific inquiries.
  • Develop follow-up methodology for commitments prior to requested date.
  • Provide advance notification to management regarding potential issues before they occur.

    Communication:
  • Excellent verbal and written communication skills.
  • Ability to work independently and identify and manage priorities and determine tasks and appropriate actions.
  • Facilitate two-way communication with Tier 1/Help Desk Analyst, Users, and End User Services Manager.
  • Ability to document problem resolutions clearly and accurately.

    Security and Safety:
  • Adhere to all basic safety standards according to ACS and customer’s requirements.

    Personnel:
  • Attend performance-planning sessions with Supervisor on a regular basis to manage work plans.
  • Work with supervisor on time formal merit reviews (evaluations).
  • Work with supervisor on education plans that address job performance as well as professional growth.

    Other duties may be required. May require work after hours and/or on weekends and holidays

    Education and Typical Years Experience
    Certifications:
  • Microsoft Certified Desktop Support Technician (MCDST) required.
    Degree:
  • High School Graduate and minimum 2 years related experience.
  • Associate’s degree preferred.

    Special Requirements:
    Expected Development Path:
    As the organization moves toward enhanced process improvement by tailoring policies, procedures and standards, the field services technician role will evolve and will be augmented with the following:
  • Assist in the development of strategies to advance service delivery by improving service level management, capacity management, continuity management, availability management and financial management.
  • Continue training and education programs for end user services systems to become excellent providers of on-site service for many technologies such as desktop support, printer support, VoIP telephone support, and basic network support.
  • Progress toward obtaining an Associate’s degree if not already achieved.

    ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.df-tc

    Experience/Skills
    Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!

    Functional Description:

    Responsible for providing Tier II support for desktop hardware and software issues and works to resolve issues. The Field Service Technician troubleshoots assigned tickets generated by Tier 1/Help Desk Analyst and works with customer through to problem resolution, documents resolution in ticket and when applicable for knowledgebase (Track-It! Solutions). Additional duties may include developing technical documentation, writing FAQs, and maintaining knowledgebase. Must be self-motivated, flexible, dependable and a team player. Position requires travel within the City and the ability to adapt to flexible work hours, which may require overtime for the timely completion of projects and/or problems.

    Skills:
    • Microsoft Windows Operating Systems NT, 2000, XP, Microsoft Office productivity suite, GroupWise, Internet Explorer, Adobe, Track-It!, LAN, WAN and basic networking protocols and standards.
    • Previous experience with help desk tracking software helpful, Track-It! preferred.
    • Attention to detail and excellent customer facing skills. Good follow through to see issues through to final resolution.

    Technical Responsibilities:
    • Provides on-site desktop support for City employees
    • Back up to Help Desk Analyst or Tier 1/Help Desk Analyst when requested or required.
    • Enters reported issues into incident management system for tracking purposes; prioritizes, researches solution and completes assignment as necessary.
    • Analyzes, troubleshoots and repairs/remedies computer systems, hardware and computer peripherals, as requested or required.
    • Maintains, upgrades and/or updates computer systems, hardware and computer peripherals, as requested or required.
    • Maintains current technical abilities and familiarity with standard technical concepts, practices and procedures.
    • Documents solutions for submission into Track-It! Solutions database or other appropriate knowledgebase.

    Department Responsibilities:
    • Attend staff meetings.
    • Adhere to all department policies and procedures.

    Special Projects:
    • Participate in special projects as assigned by End User Services Manager or Project Manager, including preparing technical documentation, software development, testing, research, and/or hardware research and testing.
    • Communicates necessary information to entire team on project/ticket status, changes and/or procedures.

    Customer Interface:
    • Excellent customer support and personal skills.
    • Follow-up with customers regularly throughout the issue resolution process to ensure smooth communication, as required or requested.
    • Provide up-to-date information to customers in response to specific inquiries.
    • Develop follow-up methodology for commitments prior to requested date.
    • Provide advance notification to management regarding potential issues before they occur.

    Communication:
    • Excellent verbal and written communication skills.
    • Ability to work independently and identify and manage priorities and determine tasks and appropriate actions.
    • Facilitate
    • This job has expired.