[Remote] IT Field Technician (Nebraska)

Note: The job is a remote job and is open to candidates in USA. Thales Cybersecurity Products is a provider of identity management and data protection solutions. They are seeking an IT Field Technician to service DMV offices’ hardware and software solutions in Nebraska, ensuring maximum solution availability and positive customer relationships.

Responsibilities

• You will be responsible for all remote and on-site preventative and restorative maintenance
• You will travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues
• You will lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues
• You will manage customer relations through clear and concise written and verbal communications, increasing trust and involvement while reducing ambiguity and conflict
• You will have intermediate to advanced knowledge of ticket-based tracking system
• You will use CRM software to consistently and accurately track tickets
• You will have intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers
• You will have knowledge of concepts around hosted solutions
• You will have knowledge of Windows applications as well as PC reimaging experience
• You will perform hardware maintenance
• You will quickly troubleshoot problems and escalate when necessary to deliver solutions that satisfy customer or internal requirements
• You will learn and understand technical products and solutions and can disassemble certain products for parts replacement
• You will manage and deliver SLA commitments and expectations to customers
• You will work with operations engineers, sales and system administrator
• You will identify and mitigate risks that may have potential impact to all services delivered
• You will perform predictive and preventive maintenance testing on a timely basis
• You will react quickly and appropriately to incidents such as equipment failures
• You will use routine software applications such as MS Word, MS Excel, and MS Outlook to produce reports and graphs as required
• You will be responsible for managing / maintaining inventory of consumables including paper and toner products
• You will oversee a wide-range of activities in separate environments including production and UAT including, but not limited to deployment, testing, and basic training

Skills

• Must reside in or near Omaha, Nebraska
• Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice
• 1 or more years of experience in a customer-facing role
• 1 or more years of experience in the IT industry
• 1 or more years of experience with Windows 10 OS, PC re-imaging
• 1 or more years of experience with PC and laptop hardware
• Demonstrable experience with independent customer relationship management, customer service, and satisfaction
• Excellent verbal and written communication skills with the ability to communicate effectively across different levels of organizations
• Must have a valid State of Nebraska Driver's License and a clean driving record
• Ability to work occasional nights and weekends as required
• Travel of up to 70% within the state of Nebraska – typically one day trips, but some overnights required
• Must be able to stand for extended periods and be able to lift to 50 pounds

Benefits

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

Company Overview