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Role Description

As an IT Field Technician for the Government Programs team located in Nebraska, you will be part of a team responsible for a complete range of hosted services provided to the State of Nebraska.

• Service all DMV offices’ Thales hardware and software solutions within the state of Nebraska.
• Maintain maximum solution availability and positive local customer relationships as the first point of contact.

Key Areas of Responsibility

• Responsible for all remote and on-site preventative and restorative maintenance.
• Travel to customer locations within prescribed time to troubleshoot, repair, and/or escalate issues.
• Lead internal and external stakeholder communications on routine activities while ensuring proper and ongoing progress on the issues.
• Manage customer relations through clear and concise written and verbal communications.
• Intermediate to advanced knowledge of ticket-based tracking system.
• Use CRM software to consistently and accurately track tickets.
• Intermediate knowledge of PC desktop support with knowledge of Networking and Windows based servers.
• Knowledge of concepts around hosted solutions.
• Knowledge of Windows applications and PC reimaging experience.
• Perform hardware maintenance.
• Quickly troubleshoot problems and escalate when necessary.
• Learn and understand technical products and solutions.
• Manage and deliver SLA commitments and expectations to customers.
• Work with operations engineers, sales, and system administrator.
• Identify and mitigate risks that may impact all services delivered.
• Perform predictive and preventive maintenance testing on a timely basis.
• React quickly and appropriately to incidents such as equipment failures.
• Use routine software applications such as MS Word, MS Excel, and MS Outlook to produce reports and graphs.
• Manage and maintain inventory of consumables including paper and toner products.
• Oversee a wide range of activities in separate environments including production and UAT.

Qualifications

• 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.
• Must have a valid State Driver’s License and a clean driving record.

Preferred Qualifications

• Certification in A+ / Certification in Server + or Network+ / MCP, MCSA, MCSE.
• Able to translate and communicate technical information to stakeholders.
• Team-player, able to handle a fast-paced business environment and work collaboratively under tight deadlines.
• Punctual, able to work with little supervision, self-disciplined with strong analytical and decision-making skills.

Special Position Requirements

• 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.