ABOUT THE COMPANY:
Vinson Group, LLC is a multi-division trusted technology management partner for K-12 organizations nationwide. Vinson has developed an innovative management approach that focuses on the K-12 market using effective and unique analytical software technology. Vinson's technology design is adaptive to the aggressive nature of todays learning environments where technology is concentrated on providing effective tools to assess funding, cultivate a collaboration atmosphere, and enhance management capabilities. Utilizing the multifaceted skilled succession of our colleagues and partnerships, Vinson continues to develop and deliver funding software platforms needed for the transformation in K-12 institutions.
POSITION SUMMARY
The IT Field Technician will act as the first level responder for all technology issues (hardware, software, server and network related) by providing on-site support and repair. This position will be required to travel to multiple school locations as scheduled per day. This person will resolve hardware and software issues by diagnosing problems, perform troubleshooting activities, and repair as needed. Strong analytical and communicative skills will be necessary to document, track and monitor the problem to facilitate ticket resolutions a timely resolution. A desirable candidate will have a comprehensive knowledge base in information technology and be able to interact with a varied client base.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes, but is not limited to the following:
● Log all working hours in the ticketing system
● Report to client site daily, as assigned by Team Lead
● Travel to and from client sites as needed
● Build and maintain a relationship with clients
● Communicate professionally with the client and avoid using technical jargon
● Maintain a professional appearance and hygiene as per Vinson Employee Handbook
● Follow all company policies and procedures
● Respond to, follow-up on, and close all assigned tickets in a timely manner
● Update and close project tasks as they are completed
● Utilize service request tracking tools to document/report work
● Escalate tickets and service outages to Team Lead and Grid Services Team when needed
● Work with Grid Services Team on any updates to the network or infrastructure
● Ensure privacy on confidential information including records and files
● Work with Grid Services Team to audit client systems and account information
● Work with Grid Services Team as needed for onsite troubleshooting of network equipment, and the testing of applications and systems
● Update client documentation when changes are discovered (3 rd party vendor, inventory, etc.) as necessary
● Diagnose hardware issues on technology devices including PCs, servers, printers, scanners, and other peripherals and make necessary repairs per Epiphany protocols
● Install, configure and upgrade computer hardware, peripherals, and software
● Provide technical support on software including MS Office, Web Browsers and other applications
● Work with Third-Party Vendors when necessary
● Reach out to Team Lead when guidance is necessary
● Accept coaching and feedback as it relates to quarterly and annual reviews
● Participate in team meetings and stay informed with company updates
Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
● Minimum of 1 year of related work experience or college coursework in a related field
● Strong customer service orientation
● Ability to use logic to troubleshoot issues
● Ability to organize and efficiently manage multiple priorities with a keen sense of urgency
● Strong capability to prioritize and complete tasks in its entirety
● Able to comprehend and follow verbal and written instructions in English
● Self-motivated with a strong work ethic
● Ability to present self in a professional manner at all times
● Excellent interpersonal and communication skills, both written and verbal
● High level of discretion and ability to follow confidentiality protocols
● Successfully able to operate in a team environment
● Ability to work balance independent and teamwork efficiently
● Must have reliable transportation to travel to and from work sites and maintain a safe driving record
● Must carry valid vehicle insurance at all times
● Must clear criminal background check and drug screen
Preferred Qualifications:
● Associates degree in IT or equivalent experience
● Demonstrated experience in any of the following: helpdesk, customer service, network documentation, network maintenance experience
● Demonstrated experience repairing end-user equipment in a professional capacity
● Demonstrated experience diagnosing end-user networking issues
● Demonstrated experience performing technical work in a customer-facing role
● Ability to explain complex IT issues to non-IT people in an easy to understand way
Work Environment
This job operates in a school setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands
This role requires sitting, standing, climbing stairs, adjusting, connecting, occasional lifting (to 30 lbs.), bending, keyboarding, pulling, pushing, carrying, writing, walking, operating equipment.
Position Type and Expected Hours of Work
This is a full-time position, and typical work hours are Monday through Friday 8:00 a.m. to 5:00 p.m.; overtime may be required on an as-needed basis.
Travel
This position will be required to travel to multiple sites each day within a 50-mile radius.