IT Field Service Technician

Job description

job description

JOB SUMMARY
The IT Field Service Technician is responsible for providing local operational support for an office or group of offices.

This position requires both excellent customer service and problem solving skills. The candidate must possess a process and project orientated mindset and be efficient working individually as well as part of a larger team. The ideal candidate would be knowledgeable on a wide range of technology and adaptable enough to be able to leverage it against a wide range of technical issues. The candidate must be highly motivated and self-reliant individual with a desire to better themselves.

JOB FUNCTIONS

Issues Management and Resolution
• Analyze issues and formulate solutions
• Troubleshoot system, application and hardware issues
• Ensure customer is updated on ticket progress
• Work directly with customers to solve problems
• Utilize internal IT Knowledge Base to both provide and find solutions to known issues
• Use external information to research and resolve issues when needed
• Consistently update the ticket tracking system with status and fixes
• Properly escalate issues to necessary parties as required

System Administration
• Perform routine system maintenance on laptops and desktops
• Track computer assets according to organizational standards
• Perform backups and restores
• Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
• Perform installation and configuration of software including operating system, patches, and 3rd party products.
• Maintain established computer standards and participate in testing new standards

Communication
• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Collaborate with local and remote teams using provided tools
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team

Resource & Project Management
• Complete assigned tasks on time
• Ability to follow documented commonly used concepts, practices, and procedures
• Ability to manage multiple constituencies, issues, priorities, projects and goals
• Adhere to team policies and organizational reporting structures

Continuous Improvement
• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.

Work Schedule
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel
• Local travel between sites may be required
• Occasional travel to sites outside the local area may be required

PERFORMANCE STANDARDS & EXPECTATIONS

Education and Certifications
• Associate’s Degree or working towards one or a Bachelor’s Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required.

Experience
• Minimum 1 year IT experience
• Experience delivering IT solutions within a corporate and/or enterprise environment
• Experience working in a mixed Mac and Windows environment

Additional Skills
• Experience in the Advertising and/or Marketing industry preferred
• Experience in centrally managed desktop environments
• Working towards a technical certification (e.g., GSX, MSCE+)
• Skills helpful but not required – Service Now, Bomgar, Altiris, Adobe Creative Cloud, Font Management Systems

Additional information

COMPANY OVERVIEW

Publicis Groupe is the 3rd largest Communications Group worldwide and the leader in Digital and Interactive Communications. Publicis has activities spanning 108 countries on five continents and employs approximately 75,000 professionals worldwide.

Publicis offers local and international clients a complete range of communication services through the nearly 1400 agencies across our four major solution hubs, including:

Publicis.Sapient: DigitasLBi, Razorfish, SapientNitro
Health: Publicis Healthcare Communications Group
Public Relations - Communications: BBH, Leo Burnett, Publicis Worldwide, Saatchi & Saatchi
Media: Starcom, MediaVest | Spark, Zenith, Publicis Media

Re:Sources IT:
Re:Sources IT is the shared services provider of Publicis Groupe, delivering a suite of multi-tenant managed and professional services to Publicis Groupe agencies worldwide, in support of key Groupe business operations. Those operations include: Information Technology & Technology Solutions, Finance, Legal, Procurement, Real Estate, Insurance and other services to our business units.

Re:Sources IT is an organization that practices Excellence Through Partnership with documented Values, and Core and Leadership Competencies, including:

Values: Accountability, Excellence, Integrity, Openness, Respect and Trust

• Core Competencies: Adaptability to Change, Business Acumen, Communication Skills, Innovation and Continuous Improvement, Customer Focus, Analytical Problem Solving, Relationship Builder and Teamwork, Results Driven
• Leadership Competencies: Change Agent, Courageous Leader, Executive Presence, Innovative Thinker, People Developer, Strategic Business Focus