Department: Operations
Travel Required: Yes
Reporting to: Field Services Manager
Position Type: Full – Time In Person
Human Resources Contact: Human Resources Manager
Pay Range: $19.23/hour
-
Company Overview
Heiden Technology is a Managed Service Provider located in Saginaw, Michigan. HTS is set on transforming our client's IT infrastructure by delivering innovative, reliable, and tailor-made technology solutions. We offer IT packages to either help our client's overall structure or strengthen their current IT department. We are looking for employees who are customer-focused with a positive mindset in the Flint, MI area. These individuals will adapt well in an always changing industry and offer proactive, detail-driven solutions. As part of our team, you will work with innovative technology, receive continuous training and support, and contribute to a culture that values teamwork, growth, and personal development.
-
Job Summary
The Field Services Technician is responsible for delivering on–site support and technical expertise to ensure the efficient operations of computer systems networks and related IT infrastructure. This role involves trouble shooting hardware and software issues, implementing solutions, and providing excellent customer service. This position does require some flexibility to work outside of regular business hours. It is also required to participate in the on-call rotation for after-hours support.
-
Responsibilities
- Respond to service requests and provide on-site assistance to end-users.
- Diagnose and resolve hardware, software, and network issues.
- Install, configure, and upgrade computer systems and software.
- Maintain detailed records of completed work, entering timely notes for service tickets while in the field.
- Identify and resolve technical problems in a timely manner.
- Collaborate with remote support teams to escalate and resolve complex issues.
- Perform routine maintenance tasks, such as system updates and patches.
- Conduct hardware repairs and replacement as needed.
- Assist end-users in understanding and utilizing IT resources effectively.
- Provide training in software applications and basic troubleshooting procedures.
- Maintain accurate records on on-site visits, service requests, and resolutions via ticketing in ConnectWise.
- Document hardware and software configurations for future reference
- Deliver excellent customer service, ensuring a positive experience for end-users.
- Perform regular vehicle inspections and report required maintenance to Supervision.
- Communicate technical information in a clear and understandable manner.
- Collaborate with other team members and departments to achieve organizational goals.
- Participate in team meetings and knowledge-sharing activities.
Requirement
- Must have a valid driver's license and a clean driving record.
- Dependable Transportation
- Physically able to lift 50 lbs.
Education and Experience
- Associate or bachelor's degree in related field preferred
- CompTIA A+ required
- Relevant Certifications (E.g., CompTIA Network +. Microsoft Certified Desktop Support Technician) are a plus
- Proven experience as a Field Service Technician or similar role
- Familiarity with various operating systems (Windows, macOS, Linux) and software applications
- Knowledge of networking concepts and protocols
- Experience with IT security practices
Skills
- Troubleshooting skills for software and hardware
- Excellent organizational and time management skills
- Strong attention to detail and priority management
- Effective communication and interpersonal skills – conveying technical language to non technical users.
- Ability to work independently and collaboratively within a team.
- A customer-oriented approach with a focus on delivering high-quality service.
- Ability to adapt to recent technologies and fast learner.
- Professional, Reliable, Patient, Empathy, and Strong work ethic