Field Service

Tech Bar Associate (Field Services - Onsite Walk-in Support)

Provide high-quality Tech Bar and walk-in support services for end users, including:

• Provide front-line Tech Bar support for walk-in users, including issue intake, troubleshooting, resolution, and escalation when required.
• Troubleshoot laptops, desktops, peripherals, mobile devices, printers, collaboration tools, and standard business applications.
• Support new hire onboarding, device setup, user profile configuration, software installation, and basic hardware replacement.
• Perform Windows 11 imaging, workstation provisioning, device refresh support, and endpoint configuration as per customer standards.
• Ensure all Tech Bar activities follow security, compliance, privacy, and customer process requirements.
• Maintain accurate asset records for device issuance, returns, swaps, accessories, loaner devices, and depot stock coordination.
• Create, update, and manage ServiceNow tickets with clear work notes, accurate categorization, timely follow-ups, and SLA adherence.
• Provide professional, customer-focused support at the Tech Bar and coordinate with resolver teams, vendors, and field services as needed.
• Maintain onsite availability during Tech Bar operating hours and support nearby office locations or extended coverage as required.

Required Candidate Profile (Job Requirements/Descriptions):

Profile: Tech Bar Associate (Field Services - Onsite Walk-in Support)

Skills:

• Hands-on experience providing walk-in Tech Bar support for desktops, laptops, peripherals, accessories, and standard applications.
• Strong customer communication skills with the ability to explain technical issues clearly and professionally to end users.
• Good troubleshooting and problem-solving skills with the ability to work well with diverse users, teams, and resolver groups.
• Experience supporting Windows 11, Microsoft 365, Teams, VPN, printers, mobile devices, and basic Mac OS issues.
• Knowledge of incidents, service request, and knowledge management processes using ServiceNow or similar ticketing tools.
• Ability to prioritize walk-in requests, manage queue volume, follow defined processes, and meet SLA expectations.
• Ability to lift at least 50 lbs. and handle device movement, setup, and Tech Bar stock support.