Responsibilities
- Respond quickly to all assigned service requests, consistently meeting or surpassing response time benchmarks.
- Diagnose and resolve technical issues promptly and effectively to minimize repeated incidents.
- Verify user-reported issues and offer temporary workarounds when immediate repair isn't possible, enabling continued productivity.
- Utilize remote support tools, knowledge databases, and diagnostic resources to resolve issues within established timeframes.
- Keep users informed with regular updates on repair or installation progress, including final completion notifications.
- Educate customers on best practices to prevent recurrence of similar technical problems.
- Accurately record all relevant details in the service tracking system for each support case.
- Ensure devices are physically and digitally secured, including locked chassis and active password protection.
- Perform routine preventive maintenance tasks as defined by site-specific checklists.
- Escalate unresolved issues to higher-tier IT support when resolution exceeds time limits or technical scope.
- Meet or exceed productivity benchmarks set by the Field Service Team.
- Achieve or surpass all defined service level performance targets.
- Prioritize remote resolution of service requests whenever technically feasible and appropriate.
- Collaborate with team members to share new solutions and support peers during periods of low service demand.
- Enhance the organization’s knowledge base by contributing insights from research, training, and hands-on experience.
- Support and participate in IT-related projects as needed.
- Maintain up-to-date understanding of all relevant site-specific policies and procedures.
- Manage workflow and time efficiently to ensure timely service delivery.
- Provide advance notice, ideally two weeks, for any planned time off.
- Perform additional duties as assigned by management.
Work Arrangement
On-site
Other
U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance.
