Field and Network Operations Technician
Anne Arundel Workforce Development Corporation (AAWDC)
·1 week ago
- Salary
- $25 – $29/hr
- Location
- Out of County
- Type
- Full-time
- Department
- IT
- Source
- Pinpoint
Description
Field and Network Operations Technician
Application Deadline: 1 August 2026
Department: Construction and Skilled Trades
Employment Type: Full Time
Location: Out of County
Compensation: $25.00 - $29.00 / hour
Description
At the heart of Gable lies a passion that transcends the conventional. We’re more than just creators of visual communications; we’re experts at creating experiences. We believe that every brand, building, and place has a unique story to tell, and our mission is to elevate the way they are seen, experienced, and remembered.
We are committed to fostering a collaborative and inclusive work environment where team members can thrive and contribute to our shared success.
Key Responsibilities
This role provides Tier 1 and Tier 2 technical support through remote management tools, phone, and email to help maximize system uptime and maintain a high level of client satisfaction. The Network Operations Technician works closely with internal Gable technical teams, remote technicians, and third-party vendors to diagnose, escalate, and resolve software, hardware, connectivity, and CMS-related issues.
The position is responsible for timely ticket resolution, accurate documentation in ConnectWise, operational metrics support, knowledge base contributions, and consistently representing Gable’s commitment to responsive, professional, and effective service. The position requires periodic field service backfill to support service and installation.
Skills, Knowledge and Expertise
-
- Respond to support requests in a timely, professional, courteous, and patient manner.
- Provide Tier 1 and Tier 2 technical support using remote management tools, phone, and email.
- Troubleshoot software, hardware, computer, media player, CMS applications, endpoint performance, and connectivity issues.
- Communicate technical information clearly to non-technical users while maintaining a positive support experience. Follow up with users, clients, vendors, and internal teams to confirm issues are fully resolved.
- Conduct field service repairs for kiosks, LED boards and related systems.
- Resolve tickets within established service level agreements and escalate unresolved or complex issues appropriately.
- Accurately document incidents, troubleshooting steps, resolutions, and support activity in ConnectWise.
- Organized, up-to-date ticket records and inventory records using proper ConnectWise procedures.
- Participate in service ticket reviews and provide data for reports, metrics, and other requests as directed.
- Contribute to internal knowledge base documentation, procedures, support guides, and training materials as needed.
- Coordinate allocation and shipping of replacement parts to job sites for service support.
- Field Service and Systems Deployment Support
- Configure, deploy, maintain, and support computers, media players, cellular connectivity devices, and related peripherals for kiosks and LED displays.
- Set up and deploy new computer systems for kiosks, LED displays, digital signage endpoints, and related managed systems.
- Support software installations, updates, patches, password resets, user account management, and access permissions.
- Prepare requests for NTE proposals with anticipated labor and material estimates as directed.
- Support remote technicians by providing diagnostic instructions, guidance, and follow-through.
- Service Quality, Security, and Continuous Improvement
- Respond to client correspondence and requests timely and in alignment with metrics and contractual requirements.
- Perform routine maintenance and system checks as necessary to support endpoint uptime and quality or service.
- Follow company security policies, service management principles, and technical support best practices.
- Maintain a high degree of customer service for all support requests and represent Gable professionally.
Skills
Customer Service
