Break/Fix Technician (Rochester, NY)

cb20 is the Capital Region’s solution provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service.  We are an organization that puts Customers first, acts with Integrity, embraces innovation and values Self-Development and Contribution to our community. We partner with the world’s leading hardware and software companies to deliver end-to-end consulting, implementation and managed services across the U.S. With world-class engineering talent and 30+ years of experience cb20 delivers confidence, security, a true sense of control and the highest- quality, end-to-end customer experience in the business.

As a Break/Fix Technician, you will be responsible for repair, imaging, or replacement of desktops and laptops for State of New York end users. You will complete proper inventory and asset recording processes prior to and during delivery. Technicians are expected to respond promptly to dispatch calls and travel to various New York State locations to provide on-site installation and repair within the Service Level requirements (SLR).

Duties and Responsibilities

Perform Level 2 IT hardware technical repair and computer imaging for NYS Agency Users of state-issued hardware devices.

Respond to customer callouts and field dispatches in a specific coverage area/region.

Travel to customer locations and perform all on-site activities related to installation, repair, management, and maintenance

Possess a flexible work schedule.

Prepare and submit work orders, expense reports and timesheets to respective departments.

Function as a liaison between cb20 team and the customer.

Will be responsible for operating company vehicle and maintaining equipment stock.

Mandatory Requirements/Qualifications:

Experience:

2+ years’ experience with field services support.

2+ years’ experience with PC systems, related peripherals, structure cabling, common software programs and operating systems.

Requirements:

Must be hardware certified to perform warranty repairs on HP and Dell computers

Valid Driver’s License

Ability to lift 50lb

Education:

AAS degree in computer science preferred or equivalent combination of education and experience.

Preferred Qualifications

Experience with using ticketing tools - Service-Now (ITSM) preferred.

Familiarity with asset management software.

Ability to perform inventory, asset recording, and complete paperwork thoroughly and accurately as required by customer, including vendor warranties.

Ability to perform final configuration tasks on customer premise. Excellent customer service and communication skills.