Field Technician - IT Networking and Imaging

• Troubleshoot and resolve all escalated tickets, including those associated with remote, onsite, and/or bench support, documentation, analysis, testing or modification of line of business applications, system operating systems, or hardware configurations (workstations, printers, servers, firewall, switches, and phones)
• Build and prepare hardware for deployment to client environments

• Follow established processes, procedures, and specifications outlined in the build sheet, support request, or SOW for proper deployment of hardware
• Perform system imaging, reformatting, and restoring on workstations, servers, and firewalls to baseline requirements and standards
• Install client-specific software and backup / restore client data as outlined in the build sheet, support request, or SOW
• Troubleshoot and repair hardware

• Test, diagnose, and repair hardware using provided equipment then configure it to the customer-provided specification
• Process RMAs and keep the client informed
• Provide timely and business-driven recommended solutions for Pre-Sales Engineering (PSE) requests

• This includes systems analysis, including consulting with users, to determine hardware, software, or system functional specifications
• Provide exceptional customer service while communicating ticket updates to clients frequently, and professionally representing Kelley Create at all times
• Continuously develop technical and professional skills by learning from experiences, studying, and completing assigned training courses
• Perform other duties as assigned

• Ability and desire to provide exceptional customer service
• Ability to act with a sense of urgency while paying attention to detail
• Ability to multi-task effectively and thrive in a fast-paced environment
• Ability to communicate in a positive, effective, and efficient manner
• Ability to work independently and as part of a team
• Ability to prepare, organize, and present information to groups of people
• Ability to match Kelley Create solutions to prospective client needs
• Ability to work after hours and on-call shifts
• Technical skillset in hardware setup and troubleshooting
• Technical skillset in Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012, etc.)
• Proficient with typing, use of Microsoft Office Applications, and the Internet

• Minimum of one (1) year of experience in an IT bench, support or consulting role
• Minimum of one (1) year of experience with Microsoft Exchange & Microsoft Active Directory
• Minimum of one (1) year of experience providing excellent exceptional service directly to end users
• Experience preferred in MPS/MFD service (Sharp/Toshiba preferable)
• TCP/IP and Network Setup experience required

• CompTIA A+ preferred

• One or more of the following industry certifications Net+, MCSA/E, are also preferred

• Copier Certification/training

• Possesses valid driver’s license and proof of insurance, acceptable driving record, and reliable transportation

• Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance
• Frequently operates a motor vehicle while traveling to client site
• Frequently exposed to outside elements when traveling to client site
• Frequently sits and/or stands for long periods of time
• Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting
• Frequently works in a well-lit, tempered room
• Frequently views the computer to perform duties
• Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
• Occasionally lifts objects such as office supplies, computers, monitors, and servers with weights up to 50 pounds

• Medical insurance
• Dental/Vision insurance
• Three weeks of paid time off to start.
• Paid holidays
• Paid volunteer time off
• 401k with company match
• Company paid life insurance with buy up option.
• Company Paid Long Term Disability insurance.
• Flexible spending account options
• Supplemental insurance options

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