Role Purpose: 

Onsite Support Technician provides technical support in person/onsite or by phone as assigned. The role is responsible for 

following the documented procedures for support, hardware repair and replacement, and maintaining ticket SLA. 

Role Specific Duties and Expectations: 

Responsibilities:

•  All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
• Heavy emphasis on break fix
•  In progress tickets should be handed off and documented before the end of shift
•  Escalate issues as documented in IT Glue
•  Document new customer findings by creating or updating articles in IT Glue
•  Update firmware, and drivers on devices (laptops, computers, printers)
•  Create part order forms and track inbound items
•  Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
•  100% client assigned location(s), commuting and/or walking to and from client buildings as required based on service requests

 Expectations:

•  Maintain established ticket SLAs as defined by Manager
•  Maintain established CSAT score as defined by Manager
•  Timesheet for current week submitted by end of shift Friday
•  Manage physical inventory
•  Work and document established billable hours each week

Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly 

Technical Proficiencies:

•  Ticketing software - Incident management and allocating time to tickets being worked
•  Hardware – Basic knowledge of repair and parts replacements on laptops, computers, and printers
•  Software – Basic knowledge of firmware and drivers updates on devices
•  Communication tools (Microsoft Office & Teams)
•  Software as assigned