Parker's Kitchen
IT FIELD TECH (Augusta/Aiken Area)
Parker's Kitchen, Port Wentworth, Georgia, United States,
IT FIELD TECH (Augusta /Aiken Area)
This job covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Process provisioning/de-provisioning and transfer requests in a timely and complete manner, including Active Directory, email, network storage accounts and other system/software access and membershipsProvisioning laptops, desktops, desk phones, tablets/cell phones for all new usersKeep Laptop/Desktop image up to date with latest software versionsProcess urgent deactivation or reactivation security requests from Human Resource departmentsModify accounts when required, including update of asset inventory, which will become the authoritative source for information related to a user (hardware and software)Documenting support-related processes and procedures (SOP)Work with end users to evaluate and solve technical problems using all tools provided, including remote access tools, VPN, and RMM solutionsProvide knowledge- based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket firstPrimary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff, work directly with system engineer to diagnose higher level issues and future systemsHelp provide quarterly reports to review authorized access within an environment and take corrective action when necessaryManage ticket queue to meet SLAs and provide clear, concise notes on all tickets for all internal tickets, systems alerts from Systems Engineering teamAnalyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendationsDetermine proper format for assembling items of information in accordance with established proceduresAbility to adjust to changing situations to meet emergencies or changing program or production requirementsKnowledge, Skills, and Abilities:
Must have in-depth knowledge and hands-on experience (3-5 years) in user account management or IT in a fast-paced enterprise environment using the following technical tools: Active Directory Management Tool and or Office365 Administrative CenterA+, NET+ certification is a plusStrong hands-on experience, extensive knowledge of Windows 10, hardware / software, and Microsoft Office 365 functionalityHands on experience and knowledge with IT service management ticketing systemsExcellent customer skills are a must as well as strong aptitude to learn and adapt to new technologiesStrong attention to detailExcellent verbal, interpersonal and written communication, and documentation skillsMust be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issuesStrong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and qualityHigh attention to detail with the ability to manage multiple prioritiesAbility to follow and give oral and written instructions in a precise, understandable mannerAssociate degree or bachelor's degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experienceEDUCATION AND REQUIREMENTS:
Required:
Post-secondary education in Computer Science, Information Technology, Information Systems, Business Administration, or equivalent job experienceMinimum 3-4 years of experience working with IT leadership to complete projectsA+ certification desirableStrong analytical skillsPreferred:
Proven ability to maintain good working relationships with stakeholders including senior leadersExperience with Radiant Point of Sale System or retail/convenience store experienceStrong verbal and written communication skillsExperience dealing with multiple priorities and deadlines / proven ability to meet hard deadlinesTravel:
As neededPHYSICAL REQUIREMENTS:
Prolonged periods sitting at a desk and working on a computerMust be able to lift up to 55 pounds at times
The Parker Companies is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Parker's does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.
This job covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Process provisioning/de-provisioning and transfer requests in a timely and complete manner, including Active Directory, email, network storage accounts and other system/software access and membershipsProvisioning laptops, desktops, desk phones, tablets/cell phones for all new usersKeep Laptop/Desktop image up to date with latest software versionsProcess urgent deactivation or reactivation security requests from Human Resource departmentsModify accounts when required, including update of asset inventory, which will become the authoritative source for information related to a user (hardware and software)Documenting support-related processes and procedures (SOP)Work with end users to evaluate and solve technical problems using all tools provided, including remote access tools, VPN, and RMM solutionsProvide knowledge- based article information to be documented when processes/fixes can be made available to end users, but also to other support teams who may be able to resolve the ticket firstPrimary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff, work directly with system engineer to diagnose higher level issues and future systemsHelp provide quarterly reports to review authorized access within an environment and take corrective action when necessaryManage ticket queue to meet SLAs and provide clear, concise notes on all tickets for all internal tickets, systems alerts from Systems Engineering teamAnalyze and determine the applicability of electronic data processing data, to draw conclusions and make appropriate recommendationsDetermine proper format for assembling items of information in accordance with established proceduresAbility to adjust to changing situations to meet emergencies or changing program or production requirementsKnowledge, Skills, and Abilities:
Must have in-depth knowledge and hands-on experience (3-5 years) in user account management or IT in a fast-paced enterprise environment using the following technical tools: Active Directory Management Tool and or Office365 Administrative CenterA+, NET+ certification is a plusStrong hands-on experience, extensive knowledge of Windows 10, hardware / software, and Microsoft Office 365 functionalityHands on experience and knowledge with IT service management ticketing systemsExcellent customer skills are a must as well as strong aptitude to learn and adapt to new technologiesStrong attention to detailExcellent verbal, interpersonal and written communication, and documentation skillsMust be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issuesStrong customer and team orientation with a focus on collaboration, an ability to work independently, and a high level of professionalism and qualityHigh attention to detail with the ability to manage multiple prioritiesAbility to follow and give oral and written instructions in a precise, understandable mannerAssociate degree or bachelor's degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experienceEDUCATION AND REQUIREMENTS:
Required:
Post-secondary education in Computer Science, Information Technology, Information Systems, Business Administration, or equivalent job experienceMinimum 3-4 years of experience working with IT leadership to complete projectsA+ certification desirableStrong analytical skillsPreferred:
Proven ability to maintain good working relationships with stakeholders including senior leadersExperience with Radiant Point of Sale System or retail/convenience store experienceStrong verbal and written communication skillsExperience dealing with multiple priorities and deadlines / proven ability to meet hard deadlinesTravel:
As neededPHYSICAL REQUIREMENTS:
Prolonged periods sitting at a desk and working on a computerMust be able to lift up to 55 pounds at times
The Parker Companies is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Parker's does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.