Field Services Technician

Crayola has inspired children to express their creativity since 1903. Crayolians take pride in fulfilling our mission of helping parents and educators raise creatively alive children around the world. Join our team and be part of an iconic brand that develops quality art products and experiences that are loved by families and preferred by teachers. Our company culture is mission focused, and encourages fun, collaboration, transparency, and helping others. Crayola believes our workforce benefits from a broad spectrum of diverse ideas and perspectives which enables us to understand our consumers better.

Field Services Technician, Easton, PA

GENERAL SUMMARY:

The primary role of this position is to provide on-site technical hardware and software support to Crayola's end-user community to resolve open service request and second level incidents tickets. In addition, this individual will configure, harden, and deploy new hardware technology and software applications to the business, and decommission those assets at their end-of-useful-life. The work involved with this position will include but is not limited to; hardware/software installations and removals, troubleshooting to root cause, repairing, deploying, and configuring of new hardware (PC, MAC's, printers, audio/visual, network and wireless devices). All work performed will be within the standard procedures and policies set forth by our Information Security department.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Work with end-users to deliver required solutions to technical issues.
• Use software center management tools (SCCM, JAMF, WSUS, etc.) to manage the deployment of software and patch updates.
• Apply necessary hardening protocols to all new hardware to be deployed to the business.
• Execute the remediation steps to eliminate hardware and software vulnerabilities.
• Install and provide hardware/software support of all assigned devices.
• Provide software support to business partners for office applications, such as spreadsheets, databases, email, SAP and other productivity software.
• Troubleshoot issues to root cause by looking through software application and event logs, then remediating root cause issues.
• Be technically proficient at imaging computer hardware assets.
• Maintain user documentation, procedures, and libraries for installed products.
• Evaluate, maintain, and modify desktop software packages and participate in the testing and evaluation of new desktop software deployments.
• Provide audio/visual and video conferencing support for business partner and customer presentations.
• Provide device support for all wireless devices including PC's, printer, phones, tablets, handhelds, and safety equipment.
• Use the software applications that support the Field Services process (ServiceNow, Tenable, Earcent, SCCM, JAMF, etc.).
• Maintain the IS asset management systems.
• Receive and respond to incoming calls, pages, and/or e-mails on a 24x7 basis.
• Maintain required certifications necessary to support job requirements.
• May be responsible for supervising other IS staff as assigned.
• May be assigned to serve as a liaison between IS and specific business partners.
• May occasionally travel to support off-site facilities and business partners as assigned.

JOB SPECIFICATIONS:

• Associate degree in the field of computer science or 3 years work experience in client services technology or related discipline.
• Microsoft Certifications is a plus.
• Excellent technical knowledge of network and PC, Printer and Mobile hardware, and hands on hardware troubleshooting experience.
• Working technical knowledge of current network protocols, operating systems, and standards
• Ability to operate hand tools, components, and peripheral accessories.
• Able to read and understand technical manuals, schematic diagrams, procedural documentation, and OEM guides.
• Ability to conduct research into PC, printers and mobile devices and other products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills, with the ability to present ideas in user friendly language.
• Self-motivated and directed. Must be able to work independently with little supervision.
• Analytical and problem-solving abilities, keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Experience working in a public facing or retail-oriented environment is a plus.
• In accordance with the NIST CSF and Hallmark Standards, ensure adherence to policies and processes to remain in compliance for maintenance, security continuous monitoring, and recovery areas including Asset Management, Change Management, Incident Management, Problem Management, Vulnerability & Patch Management, Data Security, Disaster Recovery, and Business Continuity.

PHYSICAL CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

WHY CRAYOLA?

• Kid Inspired Culture
• Free Admission to Crayola Experience for Employees
• Community Volunteerism Opportunities
• Annual Bonus Potential for all Full-Time Employees
• Company Matched 401k & Employee Value Sharing Plan
• Comprehensive Healthcare Benefits for Eligible Employees
• Education Assistance Program
• Wellness Programs
• Employee Resource Groups
• Generous Product Discounts Onsite & Online
• Company Sponsored Employee Events
• Discounts on a wide variety of products and services - automotive, electronics, fitness, travel and entertainment

Green is our favorite color! Crayola cares about the environment and responsibly makes the products you love. Learn more about Crayola's creative solutions for greener tomorrows: https://www.crayola.com/about-us/sustainability

Crayola is committed to providing competitive market compensation. Our pay ranges are established using reliable market data and consider factors such as job responsibilities, industry benchmarks, and geographic location.

Individual starting pay is determined by a candidate's skills, experience and qualifications. This role is eligible to participate in an annual incentive plan as per plan guidelines. For a full list of Crayola benefits, please visit https://www.crayola.com/company/employee-benefits.

No phone calls please.

Search Firm Representatives - Please Read Carefully:
Crayola LLC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at Crayola LLC via e-mail, the Internet, or directly to hiring managers at Crayola LLC in any form without valid written search agreement in place for that position will be deemed the sole property of Crayola LLC, and no fee will be paid in the event the candidate is hired by Crayola LLC as a result of the referral or through other means.

Search firms are essential to the recruitment and staffing efforts at Crayola LLC, and we value the partnerships we have built with our vendors. For this reason, Crayola LLC has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by Human Resources at Crayola LLC in place for the specific position in order for a fee to be paid for any candidate referrals.