Field services analyst job description

ABOUT SICK:

SICK is a leading global provider of intelligent sensors, systems, and services for factory, logistics, and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and “Sensor Intelligence” have allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK’s focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.

BENEFITS:

At SICK, we believe that our employees are the key to achieving our mission and values. SICK’s benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding rewards package! See attached benefits summary documents for details!

POSITION SUMMARY:

This person is responsible to provide support to the Services team. Provide Service Administration excellence to all teams (Services, Project Management, MPM, Sales, Finance, and PCA) involved in the overall services business to ensure consistent and accurate Administrative tasks, data collection and recording in ADP, Concur, SAP, CRM are completed related to the day-to-day Service Organizations functions.

RESPONSIBILITIES:

• Analyze Field Service Orders and Reports, Expense Reports, and Time Cards for completion and accuracy.
• Maintains departmental reports for Labor (ADP), Expense Reporting (Concur), Operations (CRM), Finance (SAP), and other Microsoft Tools.
• Ensure project folders are updated with accurate records throughout the project lifecycle
• Provide support and assistance for invoicing process
• Maintain the Services WIP (Work in Progress) spreadsheet daily to ensure data entered is accurate.
• Assists Field Service Management with any special projects as requested.
• Carry out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

Education and Experience:

• Requires a 2-year college degree or equivalent experience
• Must be proficient with Microsoft and Internet applications

Other Qualifications:

• Bachelor’s degree a plus
• Familiarity with office envi­ronment
• Accounting and Finance experience a plus
• Experience with Excel Spreadsheet
• Able and willing to work alternative schedules including weekend, and on-call hours as needed.
• Legally permitted to work in the United States.
• Able to work in a general office environment.

CORE COMPETENCIES:

Ethics and Integrity Personal Growth and Learning, Customer Focus, Personal Accountable, Building Effective Relationships

If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.

Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V

Responsibilities

I. JOB SUMMARY/RESPONSIBILITIES:
• Utilizes a solid understanding of The Queen's Health Systems' (QHS) technology, applications, products and services to provide Level 2 technical support to clients via email, phone or in person.
• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.
• Uses problem solving skills to find solutions to moderately complex hardware issues. Escalates issues to the next level of support as needed.
• Assists with root cause analysis.
• Evaluates new hardware and develops/tests solutions for new applications.
• Assists in the development and delivery of training, best practices and support procedures for customer support analysts and technicians.

II. TYPICAL PHYSICAL DEMANDS:
• Continuous: seeing, speaking, repetitive arm/hand motions, sitting, static gripping of an object for prolonged periods.
• Frequent: standing, sitting, walking, finger dexterity, hearing.
• Occasional: stooping/bending, carrying usual weight of 12 pounds, reaching above shoulder level.
• Operates computer equipment and copy machines.

III. TYPICAL WORKING CONDITIONS:
• Not substantially subjected to adverse environmental conditions.
• Work schedule includes providing 24 hours/7 days a week support as required.

IV. MINIMUM QUALIFICATIONS:
A. EDUCATION/CERTIFICATION AND LICENSURE:
• Associate's degree in Information Technology (IT) or related field; or two (2) years IT experience may be substituted for educational requirement.
• Current certification in one (1) or more of the following preferred:
o HDI Desktop Support Technician (HDI DST)
o CompTIA Healthcare IT Technician
o CompTIA Mobility+
o Microsoft Certi?ed Solutions Associate (MCSA)
o Microsoft Certi?ed Trainer (MCT)

B. EXPERIENCE:
• In addition to the educational requirement, two (2) years end user technology support experience.
• Familiar with ITIL processes such as incident management, change management, software release management, asset management, HW/SW standards, etc.
• Experience with desktop virtualization technologies such as Citrix XenDesktop, Citrix XenApp, VMWare View, or VMWare ThinApp.
• Strong problem solving, time management and interpersonal skills.
• Ability to maintain composure and customer focus while troubleshooting and solving technical/user issues.

Equal Employment Opportunity

Equal Opportunity Employer / Disability / Vet

Desktop support (Field Services Analyst)
Location: San Francisco, Ca
Duration: 6+ months (with possible extension)
After Hours/Weekend Support: You will be part of an After Hours/Weekend Support call rotation.

The Field Services (Desktop Support) Analyst I is primarily responsible for the efficient and accurate support and maintenance of systems and applications used at First Republic Bank.This role is part of the field services team which focuses on the direct face-to-face interaction with the business and delivery of technical solutions for all production systems bank-wide. This is an onsite, hands-on role, responsible for managing both incidents and service projects in an environment of constantly changing priorities maintaining a high level of accuracy and production.

What you'll do as a Field Services Analyst I:

Onboarding / Moves / Projects:

* Image computers for all incoming new hires.
* Will work directly with hiring managers to obtain start dates and software installations.
* Organize and prioritize all individual and project moves.
* Assist with new floor/PBO build outs.
* Participation will require working offsite, overtime, and weekends as needed.

Incidents:

* Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up.
* Includes hardware break/fix, troubleshoot bank software support, for standard operating systems & productivity tools.
* May require working at remote sites and overtime. In addition, ability to support mobile devices and VPN troubleshooting for laptops.

Communication:

* Provide prompt, clear and ongoing communication with end users and peers to define clear expectations.
* Interact with vendor technical support to ensure effective resolution of 3rd party service.

Documentation & Reporting:

* Actively maintain workload using ticketing system.
* This includes the timely update of incidents assigned and received through alternate channels.
* i.e by phone, walk up or email. You will be responsible for accurately tracking hardware assets via Service Now.

Additional Duties

* Extension of Information Service Teams
* Hands on support for Network, Server, Field Engineering, PBO Technology and Voice and Video Teams (VVS)
* Participate in projects, outages, and incidents pertaining to the above groups
* All sites will participate with additional duties
* Additional duties will be more prevalent in the following locations where only EUS exists (Boston, Florida, Century City, Northwest and South Coastal)
* Basic Network troubleshooting: Validate network connectivity, fluking ports, and wireless testing.
* Basic Server troubleshooting: Validate file share issues and slowness.
* Basic Field Engineering troubleshooting: Hardware replacement and support in remote IDF closets, eyes, and ears onsite during outages.
* Basic PBO Technology troubleshooting: Digital signage, Glory Cash machines and Client postage meter.
* Basic VVS troubleshooting of phones, headsets, cable TV, and video conference units.
* Day 1 support post projects for all above teams. Skill/Experience/Education
* Mandatory Skills You could be a great fit if you have: Ability to take initiative and work independently, as well as part of a TEAM.
* We succeed as a TEAM. EXCELLENT customer service skills.
* Ability to complete tasks and meet deadlines fast-paced, high stress environment. Knowledge of networking principles, practice, and technologies (TCP/IP protocol suite).
* Working knowledge of MS Office (strong Outlook and Excel a plus) and other MS tools (Teams, SharePoint, OneNote, OneDrive).
* Experience in supporting mobile devices using Intune Outlook Mobile and VPN troubleshooting for laptops.
* Working knowledge of hardware/software troubleshooting.
* Familiar with document processes and procedures.
* A+ Certification a plus.
* Working Knowledge with Citrix product, Active Directory, SCCM, VMware.
* Knowledge of supporting Mac OS/ Jamf and trading applications such as Bloomberg a plus.
* Knowledge and basic troubleshooting for audio visual equipment and conference room equipment.
Job demands:
Must be able to review and analyze data reports and manuals; must be computer proficient.
Must be able to communicate effectively via telephone and in person.
Own your work and your career apply now Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career? If so, then come join us. We want hard working team players. You'll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability that's the First Republic way. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records, to the extent consistent with applicable federal and/or state law.