Description
Summary/Purpose:
The IT Field Services Technician will be responsible for providing on-site technical support to sites throughout the assigned Entergy territory. This role requires a wide variety of technical knowledge including workstation, application, networking, and server infrastructure support. This role also involves troubleshooting hardware and software issues, performing installation, and ensuring optimal system performance with a strong focus on excellent customer service.
Job Duties/Responsibilities:
- Provide on-site technical support for desktops, laptops, printers, and other peripherals.
- Analyze, troubleshoot, and repair computer systems, hardware, collaboration equipment and computer peripherals.
- Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, etc.
- Support users on applications and tools within the environment including specialized systems needed for Business Unit partners to perform their work.
- Support and maintain user account information including rights, security and systems groups.
- Provide training to end users on how to operate equipment as requested.
- Assist with user data and application recovery.
- Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
- Troubleshoot network connectivity issues including remote access, Wi-Fi, wired, and cellular connectivity.
- Conduct routine or on-demand health checks of IT Systems including PCs, printers, copiers, fax machines, scanners, and video equipment. Provide related reports as needed.
- Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
- Conduct routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.
- Work with vendor support contacts to resolve technical issues within the desktop environment.
- Return defective equipment/parts, document customer repairs, maintain and restock assigned parts inventory to insure proper spare parts levels.
MINIMUM REQUIREMENTS:
Minimum education required of the position:
- Bachelor's Degree strongly preferred (Computer Science or related field) or equivalent work experience.
Minimum experience required of the position:
- IT Field Services Tech Level 2: 2+ years of experience in field technical support, desktop support or in a related area
- IT Field Services Tech Sr Level: 4+ years of experience in field technical support, desktop support or in a related area
- Preferably: 3+ years of experience in field technical support or in a related area.
Minimum knowledge, skills and abilities required of the position:
- Excellent technical knowledge of and experience troubleshooting workstation (desktop/laptop) hardware.
- Strong understanding of Microsoft tool suite.
- Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high-pressure environment.
- Ability to take notes and record all interactions and steps taken with the users.
- Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc.).
- Working knowledge of video collaboration tools (Video Conferencing, Webex).
- Confident analytical and problem-solving skills.
- Excellent communication (both verbal and written) skills.
- Familiar with a variety of field service concepts, practices, and procedures.
- Ability to leverage experience and judgment to plan and accomplish goals.
- Experience in providing excellent customer service.
- Ability to perform a variety of complicated tasks.
- Able to operate effectively in a team environment with both technical and nontechnical team members.
- Provide constant status updates to your users to keep them in the loop where we are with their issue.
- Ability to communicate technical concepts in layman's terms.
- Readiness for 24/7 on-call when needed.
- Ability to follow proper escalation paths.
- Ability to keep work area clean and organized.
- Ability to lift and carry items weighing up to 50 lbs or more as needed.
Contact
Entergy Corporation
639 Loyola Ave
New Orleans
Louisiana United States
www.entergy.com
From the same organization
29 Sep, 2025
