Job Information
Wencor Group Llc Field Support Engineer I in PROVO, Utah
Overview of the Position:
The Field Support Engineer I will support the organization with the installation, configuration, and maintenance of all IT End User needs.
Essential Duties and Responsibilities:
Install and configure end-user equipment: computers, terminals, printers, and phones.
Build/install OS on PCs.
Install phones and handle phone system configuration for end-users.
Install equipment requested and approved by management.
Reconfigure data connections as employees change work areas.
Respond to users who have trouble with equipment that keeps them from doing their jobs and resolve issues related to windows errors, VPN connection problems, reset Citrix users, mapping network drives, password changes, install software, basic printer knowledge, etc.
Collect user data over the telephone or via the computer and verify that users have the proper authorization before giving access to their request.
Collect problem data including the component affected, the symptoms, date and time of occurrence, a description of the problem, and replicate problems.
Determine the priorities of each issue and in which order they should be addressed.
Troubleshoot hardware/network problems.
Communicate status of issues with users.
Perform a follow-up on each issue with both the tech and the user.
Help write procedural documentation and occasionally write new policies.
Research solutions to problems.
Other Knowledge, Skills, and Abilities:
Knowledge of: Microsoft Office, Windows Operating Systems, Hardware, Printers.
Effective interpersonal skills to work with internal and external customers.
Effective verbal and written communication to collaborate with co-workers in order to find solutions to their IT equipment problems.
Education / Experience Requirements: Associate’s degree and two years related experience and/or training; or equivalent combination of education and experience.
Other Qualifications:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills : Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability : Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands and Work Environment :
The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.
Is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, crouch, crawl, and climb or balance; and lift up to 50 pounds.
Is regularly required to sit and use hands to finger, handle, or feel.
Is frequently required to talk or listen.
Works in moderate noise levels.
Travel up to 10%.
Qualifications