Field Support- Albuquerque Region

Summary
The Field Support Specialist's primary purpose is to provide ongoing support of all store applications. Responsibilities include aiding Information Technology in incident resolution, ongoing maintenance, implementation, testing, trend analysis, and ad hoc store requests. This position repairs devices such as PCs, Lexmark printers, scan guns, servers, and network equipment. Also assisting with deploying new and replacement hardware into the field. This role is expected to perform regular and routine store visits designed to gather feedback, address ongoing problems, provide aid in incident resolution, and inform stores of any upcoming changes.

Key Responsibilities

• Level 1 and Level 2 technical support for store systems and applications
• Repair all approved standard technology hardware, including PCs and accessories, server hardware, network hardware, multi-function printers, desk and mobile phones and scan guns
• Provide onsite routine maintenance for hardware and enterprise systems
• Technical lead for assigned projects
• Assist Information Technology with ongoing incident analysis to determine problem trends as well as training needs
• Deployment of new store systems, upgrades, and process changes
• Interface with all Corporate IT groups for on-site support and technology resolutions
• Manage assigned new and existing store-related knowledge and documentation to ensure it is added to a centralized knowledge base
• Provide consistent training to Level 1 Support Desk Analysts on assigned systems to ensure each team member in the Support Desk has equal knowledge and understanding of those systems
• Strive to gain relevant experience and knowledge through formal training programs and certifications that will boost understanding and ability to support assigned systems
• Other duties as assigned by supervisor

Key Requirements

• At least 2 years of experience as a Level 1 Support Desk Analyst for The United Family or equivalent experience supporting retail systems
• High school graduate, AA/AS/BA/BS degree preferred or 2+ year's technical/training/hardware certifications preferred
• Previous experience in a home office environment while working in a regional technical support role, preferred
• Self-starter with strong organization skills; ability to seek out, identify and take advantage of opportunities with minimal supervision
• Strong personal skills and experience establishing rapport and building relationships with the user community
• Excellent verbal and written communication skills
• Available to travel within an assigned region with a 120 +/- mile radius (Overnight travel required)
• Must be able to lift 50+ lbs. on a regular basis
• Ability to accept supervisory coaching related to performance, work habits, and attitude
• Ability to function as a team member and get along with others