Job Overview

The IT Field Technician I provides second-level support to Coca-Cola Consolidated teammates with varying hardware and software requests ranging from installation to troubleshooting, and diagnosis. The IT Field Technician I works closely with Coke Consolidated business partners, teammates, customers, peers, and all levels of management within the organization. Our IT Field Technician I joyfully respond to needs with an eagerness to serve; therefore, the technician WILL provide quality telephone and face-to-face support for IT hardware and software-related issues, with a high degree of customer satisfaction and in a timely manner.

Duties & Responsibilities

• Assists Coca-Cola Consolidated teammates in person, telephonically, and electronically through entering and resolving ServiceNow incidents regarding IT hardware, software or processes. Performs, researches resolves and responds to highly complex questions in accordance with current standards
• Observes problem trends in order to report on frequent issues and documents, learnings, and solutions in order to assist teammates with timely and consistent resolutions to frequently asked questions, including things like account lockouts, intermittent system issues in order to improve the team’s ability to respond quickly to needs
• Provides “turn-key” service for meeting management, including preparing the meeting space, managing all technology, troubleshooting issues, coordinating digital communication, and supporting the success of the meeting
• Provides hardware and software support to teammates including repair, installation, upgrades, vendor partnership, etc. Software support can include installation, problem investigation, resolution, configuration changes, etc. while ensuring compliance with security policies.
• Supports the business through installation and maintenance of systems and programming including OneDrive, Microsoft Systems, SAP GUI, etc. to ensure purpose and functionality closely aligns with business procedures, directions, and strategies
• Additional duties as assigned

Knowledge, Skills, & Abilities

• Positive Attitude - The role requires a positive attitude and a servant’s heart while proving Coke Consolidated customers with a single point of contact for all IT Business and Technical issues
• Eagerness to Learn - Continuous learning is required as Coke Consolidated’s systems and processes continue to change. Learning these systems and processes increases the quality of service and allows greater resolution without forwarding it to other support teams
• Personal Pride and a Dedication to full Ownership - The role requires a self-drive, intrinsic motivation to serve people to improve their day, lives. This displays itself through high attendance, so teammates aren’t carrying the workload by themselves, humbly seeking and apply feedback to improve their service and a desire for continuous improvement.
• Resolve problems or as needed, escalates issues as necessary to appropriate resource with all the accompanying details of the issue and documentation of what has been tried along with why it is being escalated to that team. Identifies recurring problems and escalates to senior staff for prioritization
• A solid technical understanding of computers, networks, and applications to be able to troubleshoot issues provide second-level support to resolve problems with products and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly). This includes performing setup and maintenance of computer systems by installing and, or upgrading hardware and software and working with all peripherals including printers, telecom headsets, and accessories. Interacts with third-party hardware and, or software vendors to get the needed support, repair of equipment
• A Service Center Support Analyst is required to know enough about computers and Coke Consolidated’s systems and processes to gather data, troubleshoot possible solutions, and if unable to resolve, document enough of the troubleshooting steps to pass along to the next tier for resolution

Minimum Qualifications

• High school diploma or GED
• Knowledge acquired through 1 to up to 3 years of work experience

Preferred Qualifications

N/A

Work Environment

Office Environment