Position Title: Field Technician
Reports To: Team Lead
Revised Date: N/A
FLSA Status: Exempt
About the Company:
Epiphany Management Group is a fast growing trusted technology management partner for numerous K-12 organizations nationwide. We are a multi-division company with the Epiphany Technology being our largest and fastest growing. Our innovative management approach and focus on the K-12 market make us very effective & unique in this market. Students today are learning and living very differently and when combined with an aggressive school choice environment and outdated funding models the need for transformation in the K-12 environment is real and critical. Through technology we help improve outcomes, collaboration, management and efficiency.
The IT Technician will act as the first level responder for all technology issues (hardware, software, server and network related) by providing on-site support and repair. This position will be required to travel to multiple school locations as scheduled per day. After checking in with a school representative, the IT Technician will resolve hardware and software issues by diagnosing problems, performing troubleshooting activities, and repair as needed. Documenting, tracking and monitoring the problem to facilitate a timely resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes, but is not limited to the following:
Diagnose hardware issues on technology devices including PCs, servers, printers, scanners and other peripherals and make necessary repairs per Epiphany protocols
Install, configure and upgrade computer hardware, peripherals and software
Provide technical support on software including MS Office, Web Browsers and other
Respond to, follow-up on, and close all assigned tickets in a timely manner
Utilize service request tracking tools to document/report work
Maintain all necessary supplies, materials and equipment with the managing Field Technician
Ensure privacy on confidential information including records and files
Escalate tickets to Team Lead and Grid Services Team when needed
Follow all company policies and procedures
Accept coaching and feedback as it relates to quarterly and annual reviews
Participate in team meetings and attend company updates
Visits clients based on schedule created by Team Lead
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Minimum of 1 year of related work experience or college coursework in a related field
Strong customer service orientation
Ability to use logic to troubleshoot issues
Ability to organize and efficiently manage multiple priorities with a keen sense of urgency
Keen sense of prioritization and follow-through
Able to comprehend and follow verbal and written instructions in English
Self motivated with a strong work ethic
Ability to present self in a professional manner at all times
Excellent interpersonal and communication skills, both written and verbal
High level of discretion and ability follow confidentiality protocols
Team player – Willing to take on additional duties as required
Must have reliable transportation to travel to and from work sites and maintain a safe driving record
Must carry valid vehicle insurance at all times
Ability to lift 30 pounds
Must clear criminal background check and drug screen
Associates degree in IT or equivalent experience
Demonstrated experience in any of the following: helpdesk, customer service, network documentation, network maintenance experience
Demonstrated experience repairing end-user equipment in a professional capacity
Demonstrated experience diagnosing end-user networking issues
Demonstrated experience performing technical work in a customer-facing role
Ability to explain complex IT issues to non-IT people in an easy to understand way
This job operates in a school setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
This role requires sitting, standing, climbing stairs, adjusting, connecting, occasional lifting (to 30 lbs), bending, keyboarding, pulling, pushing, carrying, writing, walking, operating equipment.
Position Type and Expected Hours of Work
This is a full-time position, and typical work hours are Monday through Friday 8:00 a.m. to 5:00 p.m. Overtime may be required on an as needed basis.
This position will be required to travel to multiple sites each day within a 50 mile radius.