Managed Services Field Technician

Position Overview As a Managed Service Field Technician, you will be working to image, setup, and deploy PCs for our client partners. You will be responsible for providing much of the on-site technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. NOTE - this role is an in-person role, five days per week plus occasional after hours and weekend responsibilities. Essential Duties & Responsibilities: Provide Multi-Client Support: * Interact and listen to clients with kindness and patience * Deliver technical support for a diverse range of systems and configurations, understanding the unique IT environment of each client and following established service desk practices * Troubleshoot and support: Microsoft Windows Desktop & Server, Microsoft Office, Networking, firewalls, Active Directory, DNS, DHCP, Group Policies * Execute on-site installations of hardware, software, and network systems * Troubleshoot hardware and software issues remotely or on-site to ensure minimal downtime for clients * Travel to remote sites as needed to provide excellent support solutions to business needs (including after hours or as needed) Manage Incidents and Requests: * Log, categorize, prioritize, and diagnose incidents * Provide workarounds where necessary and escalate complex issues to the appropriate team Maintain Communication and Documentation: * Process desired service requests/change requests by completing necessary documentation following procedures for unaccustomed users, terminated users, departmental, and organizational changes * Create and maintain accurate documentation for on-site installations and configurations * Train end-users and prepare training materials on hardware and software use * Provide guidance and training to clients on new systems, software, and best practices for IT usage Uphold Service Level Agreements (SLAs): * Ensure that support services meet the defined SLAs Physical Requirements: * Lift and carry up to 50 pounds of equipment and peripherals * Perform tasks that may require bending, stooping, reaching, climbing ladders, and standing for long periods of time * Complete other duties as assigned by leadership Required Skills: * Minimum of one year of experience in IT support, on-site installations, and help desk functions (MSP experience preferred) * CompTIA A+ Certification is required or must be obtained within 6 months of hire * Thorough knowledge of computer systems and IT components * Strong attention to detail and ability to follow processes and procedures * Strong technical knowledge of various systems, software, and hardware (including troubleshooting and setup) using RMM and other dashboard tools * Experience working with Active Directory and ticketing systems * Must be able to communicate effectively, both verbal and written, with a broad range of individuals at all levels of technical knowledge * Resourceful in getting things done, self-starter, productive working independently or collaboratively - ours is a fast-pace entrepreneurial environment with performance expectations and deadlines * Inquisitiveness and an eagerness to learn modern technologies and apply concepts to real world problems * Must possess a valid driver's license and have access to reliable transportation, as the role may involve travel to different work sites or client locations - REQUIRED * Share our values: growth, relationships, integrity, and true grit What's in it for You? * Opportunity to work with a rapidly expanding tech company in the booming field of analytics and IT infrastructure alongside some of the brightest minds in the industry * Opportunity to work with cutting-edge technology in a casual, fun environment * Opportunity to be a part of a local company committed to making a difference in our community * Competitive salary and benefits package including health, vision, dental and life insurance; paid time off; and 401(k) plan

Created: 2025-03-03