IT Field Support Technician - Retail Technology
Overview
IT Field Support Technician owns hardware and software support across Cellular Sales retail locations, resolving issues from the National Operations Center and other internal teams. This role coordinates with PMO, Asset Management, and SMEs to maintain standards. You will work onsite in Baltimore, travel 30-60%, and handle on-call duties. Unlike desk-bound roles, you will physically install and troubleshoot WAN/LAN and Cat 6e cabling, manage inventory stockrooms, and schedule preventative maintenance.
What You'll Do9
- 1Answer and prioritize service requests via ticketing system, telephone, email, and in-person, resolving hardware and software issues.
- 2Analyze customer needs and follow approved processes to meet service levels, tracking issues in the ticketing system and maintaining historical records.
- 3Coordinate with end users on behalf of other departments, updating hardware and software standards alongside PMO and Asset Management.
- 4Collaborate with team members and SMEs to solve complex problems, escalating to Staff Technician when needed.
- 5Install and troubleshoot WAN/LAN and Cat 6e cabling in retail stores, ensuring network connectivity.
- 6Manage and track inventory in stockrooms for the designated territory, following team standards.
- 7Sustain expense records and reports for the company procurement card, adhering to budget guidelines.
- 8Schedule preventative maintenance on company vehicles and vendor services as needed.
- 9Communicate trends and significant problems to team leadership regularly.
Requirements9
- 13+ years of verifiable technology support experience.
- 2High school diploma; two or four year degree preferred.
- 3Industry certifications such as CompTIA A+ or Network+ are a plus.
- 4Understanding of ITIL frameworks.
- 5Strong troubleshooting skills for hardware and software.
- 6Ability to lift up to 75 lbs and work on a 6-15ft ladder.
- 7Valid US driver's license with clean driving history for past 3 years.
- 8Availability for on-call responsibilities, including nights and weekends, with a rotating schedule.
- 9Willingness to travel 30-60% of the time.
Salary Insight
Salary not disclosed in listing
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