Field Support Spec

*Assist Help Desk Support for incidental call overflow during regular work hours. *Assist with problems, upgrades and troubleshooting of applications and operating systems where deskside support is assigned. Deskside support may require direct interface either in the field or in the Field Services office. *Assist in the field or in the Field Services office with laptops, notebooks, and tablets. *Providing individual mobile enterprise device enrollment and configuration support services. In addition, coordinate with providers to provision cellular service for government owned devices. *Provide support for mobile device questions.

• *AA/AS degree, plus 2 years of Information Technology related customer service and/or computer technical support experience or an equivalent combination of education and related experience. *Must have valid driver's license. Candidate needs to drive up to 1/3 of the time of working. *Strong experience working with incident and ticketing systems (Enterprise Service Platform). *Ability to remain calm during tense situations when working with users in the field. *Fundamental experience and ability to manage multiple tasks simultaneously. *Strong organizational skills and effective in prioritizing tasks in high-pressure situations. *Working knowledge of fundamental operation of enterprise computing services. *Excellent analytical and problem-solving skills. *Ability to interact effectively and professionally with employees and customers. *Possess strong attention to detail in a highly technical environment. *Possess a strong working and user knowledge of: Windows Operating Systems (Windows 10/11), Microsoft Office, Internet Browsers (Edge, Chrome, Firefox), Anti-malware products (Cortex XDR), Adobe Acrobat, Typical business and network products. *Proficient experience in a hosted VMWare Virtual Desktop environment. *Ability to obtain and maintain a Personal Identity Verification (PIV) Credential badge.
• *Experience with knowledge management toolsets to provide information to end users and technical staff. *Familiarity with desktop environment including working and/or user knowledge of Windows Operating System (OS), Microsoft Office 365 Suite (notably Outlook, Word, Excel), Microsoft Teams, Microsoft SharePoint, Adobe Acrobat, IOS (iPhone Operating System), Android OS, VM Ware Horizon client, and Video Teleconferencing endpoints and call set-up is strongly preferred.