The Field Services Technician III on our Field Services team reports directly to the Field Services Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level. Must say all work is per standard operating procedures as documented in KBAs or standard documentation provided by TSS. Any (and all) exceptions to the above are to be reported to senior resources and may elect to troubleshoot on their own (however all attempts and resolution must be reported). Work may be reviewed by senior resources or management. Extensive use of ServiceNow tool is essential for tracking, recording, and documenting their work product.
- Perform Return-to-Service (RTS) activities.
- Provide break-fix incident support and service request fulfillment on-site.
- Install and uninstall software, hardware, computers, and peripherals—specific to break fix.
- Image and re-image new and existing computers.
- Partner with other areas within BEA to update asset tracking.
- Device support for break fix, and new provisioning of, services for desktop, laptop, tablet, virtual machine, mobile device, smart phone, collaboration equipment, etc.
- Maintenance of an inclusive knowledge base of common resolution techniques for Windows.
- Participate in root cause analysis with BEA Tier 3 teams.
- Coordinate with other in-scope functions of this statement of work and IM Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed so technicians can perform their work.
- Technicians shall make a reasonable effort to verify that non-standard hardware and software is in working order.
- Record, assign, and track through completion all end user variance requests to standard configurations.
- Remain interface for the user throughout the variance process. Variance requests shall be approved prior to the Subcontractor performing work on the device.
- When working on a computer, ensure that it has the standard configuration (i.e., joined to the domain, antivirus installed and running, in NIC, etc.).
- During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing. This means ensuring Microsoft Office products and other standard applications are functioning.
- Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., delivery of parts is delayed, other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
- Communicate with the user frequently with status updates. Exceptions would be for future scheduled events such as a conference support or a loaner laptop reservation.
- Supervisor provides general supervision, monitors incident status and performance reviews and coaching.
- Always maintain a professional and courteous demeanor providing timely, respectful, and thorough customer service. Communicate with the most appropriate method to team members and client.
- Mentors and assists Level I and II technicians in policies and procedures and in technical solutions
- Reviews Level I and Level II technicians use of KBA’s and solution research and documentation.
- May be required to carry the duty phone and provide “on call” support.
- High School Diploma or equivalent and at least 3 years of Technical Support experience
- Knowledge and ability to utilize computers and related technology efficiently
- Excellent customer service skills
- Hardware troubleshooting and problem-solving skills
- Experience with Microsoft Windows operating systems and products
- CompTIA A+ Certification required
- Completion of ServiceNow Foundations/Fundamentals training is required within 12 months in this role
- Intermediate working knowledge with both Mac and Linux
- Tier 1 Apple certifications
- Linux platforms
- ITIL IV Certification
Physical, mental and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA’s), work reference materials, troubleshooting guides; hearing sufficient to conduct in person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in normal conversational distance, on the telephone; emotional ability to work respectfully and professionally with team mates and customers in a fast paced and at times stressful situations; physical agility to push/pull, squat, twist, turn, bend, stoop to reach overhead; physical mobility sufficient to move about the work environment (office, district) and drive an automobile; physical strength sufficient to lift 40 pounds; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air conditioned space; mental acuity to collect and interpret data, define and solve common problems. Regular and consistent attendance is required.
Great things happen when you have the CRI Advantage!
CRI has a family-oriented company culture and is family-owned. Our management team believes employee growth is equally important to company growth and offers many types of learning opportunities and free training for industry certifications from online educational portals to self-directed funding for individuals. We work on unique projects including supporting missions involving national security, energy research, law enforcement, transportation, and health and welfare. We are headquartered in the Pacific Northwest (Boise, ID) with offices in Idaho Falls and DC.
Our corporate mission from the very beginning has been to make a positive difference in people’s lives * Provide freedom of choice in benefits packages.
CRI employees have access to a variety of different plans under United Healthcare Medical and Dental* including low to high deductible options. There is no waiting period for the UHC plans.
Paid Time Off (PTO)
- Year one, 1.54 hours awarded per pay period (40 hours for the first year)
- On one-year work anniversary, a lump sum of 40 hours
- Two to five years of service, 80 hours are awarded each year as a lump sum, based on the anniversary date.
- Five to fifteen years of service 120 hours are awarded each year based on the anniversary date.
- After fifteen years of service 160 hours are awarded each year based on the anniversary date.
- Up to 56 hours of sick pay
- Ten (10) paid holidays are awarded per year.
- These include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
- Four (4) other holidays are provided during curtailment between Christmas and New Year’s Day. (CRI may substitute for any of the named holidays another day off with pay.)
- EMPOWER 401(k) Retirement Savings Plan
- Health and Dependent Care Flexible Spending Account (FSA)
- Maximum deferral of $2700 for Healthcare reimbursement
- Health Savings Account (HSA) CRI Contributions at the 1500, 3000, and 5000 HDHP Level
- Supplemental Life & Personal Accident Insurance buy-up option
- Short Term / Long Term Disability
- Education – free 24x7 access to online training.
- Employee Assistance Program
- Corporate Discount Rewards Portal
(This is a reference guide to CRI Advantage benefits. Benefit levels are subject to change.)
CRI Advantage is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.