Summary of Position:
The Field Support Technician I performs technical and complex work under general supervision including maintenance and racking of IT issues, troubleshooting on remote desktops and laptops, providing help desk support including troubleshooting at user’s desks.
Essential Functions:
•    Deliver onsite technical service and support for customers
•    Diagnosing, troubleshooting, and debugging computer networking equipment
•    Promotes and educates customers on support processes, SLA’s
•    Keeps stakeholders (e.g. sales, customers, technical peers, management) informed of actions, and progress on technical product issues
•    Respond to customer inquiries via telephone, online networks, and email
•    Advise management on product development issues arising from product problems identified through customer service and product experiences
•    Test and repairs equipment at the customers site
•    Confirms that machinery and instruments function normally and provides contract or warranty repair or replacement on-site when necessary
•    Trains customers on start-up, operation and maintenance of various pieces of equipment
•    Provides customers with telephone numbers and other contact information for support and troubleshooting
•    Provides onsite commissioning or installing of equipment
•    Fills out service forms and provides customers with statements when required
Competencies:
1.    Ensures Accountability
2.    Tech Savvy
3.    Communicates Effectively
4.    Problem Solving
5.    Customer Focus
6.    Resourcefulness
7.    Initiative
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.
Required Education and Experience:
High School Diploma Required     1-3 years of experience
Qualifications:
•    Associate Degree preferred or 1-3 years of related work experience
•    1-3 years of combination Hardware/Software/IT experience supporting both proprietary and standard applications
•    Strong ability to troubleshoot hardware and software problems
•    Travels to customer locations as necessary to provide service
•    Strong written and verbal communication skills
•    Attends regular ongoing education as scheduled by the employer or manufacturer of equipment
AAP/EEO Statement:
3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.