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Position Summary:
The Field Service Support Technician is responsible for hardware health analysis across the enterprise PC and Mac environments for North America. While primarily focused on supporting the Sales team’s hardware needs and 3-year refresh cycle, this role monitors hardware integrity and lifecycle trends for the entire organization to ensure peak equipment performance and minimize field service disruptions across all regions.
What you will do:
Hardware Health Analysis (Enterprise): Utilizes Tanium (PC) and Jamf (Mac) to proactively monitor the physical health of the organizational fleet (e.g., battery degradation, disk reliability, and hardware performance metrics).
Sales Device Liaison : Acts as the primary IT partner for the Sales team, driving their 3-year device lifecycle and ensuring hardware standards meet specific field requirements.
Proactive Maintenance & Remediation: Identifies and resolves hardware-level issues across the organization before they result in equipment failure, data loss, or user downtime.
Device Lifecycle & Asset Management: Oversees the full lifecycle for assigned hardware. Ensures 100% accuracy in ServiceNow Asset Management records for all inventory tracking, scheduled refreshes, and device decommissioning's.
Hardware Performance Reporting: Generates and presents reports on hardware health trends and lifecycle status for both PC and Mac environments to inform enterprise-wide replacement strategies.
Problem Solving: Develops solutions to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance.
Field Technician Operational Excellence: Performs all essential functions of a Field Technician as required to maintain service levels across North American Business Units, including Network and Server support and timely ServiceNow ticket resolution.
Other:
Provides on-call and weekend support as needed
Supports remote users via available communication channels
Additional duties and responsibilities as assigned
When you will work:
Monday to Friday, 8am to 5pm
On site 5 days/week in Wyoming, MI
What you will bring to the table:
Technical Infrastructure: Must be able to provide Network and Server support; maintains knowledge of current trends and developments in the field.
Systems & Tools: Proficiency in Tanium, Jamf, and ServiceNow (Ticketing and Asset Management modules) specifically for hardware health monitoring and lifecycle reporting.
Soft Skills: Must possess innovation, creativity, and strong problem-solving skills. Excellent organizational, written, and verbal communication skills are required.
Execution: Demonstrated time management skills with the ability to manage multiple projects simultaneously.
Teamwork: Able to manage change, resolve conflict, and collaborate effectively within the team across different regions.
Physical Requirements: Ability to lift up to 50 lbs and perform physical installations (cabling/hardware) in warehouse or office environments.
Minimum Experience: 3+ years in PC/Mac support, hardware troubleshooting, or field service.
Mandatory Certifications (within 12 months of hire):
CompTIA A+ Certification
CNET Low Voltage Cable Installer Certification
Lenovo & Dell Warranty Certification
Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process.
Equal Employment Opportunity is a matter of policy at Gordon Food Service, Inc. and we are committed to a work environment in which all individuals are treated with respect and dignity.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to talent@gfs.com and use the words “Accommodation Request” in your subject line.
All Gordon Food Service locations are tobacco-free.
Gordon Food Service is a drug-free workplace and conducts pre-employment drug tests.