Field Service Technician | Help Desk Analyst

#LI-AM1 #LI-Remote

Essential Functions and Primary Duties

Field Service & On-Site Support

• Travel on-site to customer office locations for equipment setup, troubleshooting, and new customer onboarding (estimated 40–60% travel).
• Troubleshoot or repair customers’ onsite hardware such as network equipment, desktop workstations, monitors, telephony devices, and cabling.
• Periodically work with project team to perform IMAC (Install, Move, Add, Change) tasks e.g., rack and stack, access point deployment, or cable runs.

Help Desk & Ticket Management

• Engage customers via phone, email, and self-service portals; create and dispatch trouble tickets in a timely and professional manner.
• Troubleshoot and address first-level support tickets, following up on previously dispatched tickets to ensure first-call resolutions are met.
• Monitor and manage the ticket queue, assuming ownership of assigned tickets and following up through resolution in accordance with SLAs.
• Consistently adhere to defined department policies and procedures for processing, escalating, notifying, and closing tickets.
• Gather sufficient information from customers for proper handoff to other technicians where needed; fully document all information gathered in the ticketing software system.
• Perform ticket updates including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details.

Client Service & Communication

• Deliver excellent customer service, fostering trust and confidence in technical expertise.
• Provide timely technical support to clients with minimal disruption to their daily operations.
• Provide client training on newly implemented systems and technologies.
• Maintain strong and consistent communication with internal staff and customers.
• Schedule ETA commitments in alignment with client preferences, ensuring safe and timely arrival.

Availability & General

• Provide off-hours support for emergency calls as a member of an on-call rotation.
• Assist with process improvements and service delivery on a continuing basis.
• Perform additional tasks and projects as assigned by management.
• Attain relevant certifications (e.g., Microsoft, CCNA, etc) as required.

Preferred Qualifications

• Previous MSP (Managed Service Provider) experience.
• Experience with Microsoft 365, Windows Workstation, and Active Directory.
• Previous help desk experience.
• Strong problem-solving abilities with keen attention to detail.
• Excellent time management and organizational skills to manage multiple tasks efficiently.
• Effective communication skills for both technical and non-technical audiences.
• Ability to work independently and collaboratively as part of a team.
• Maintain reliable high-speed internet access for remote work-related tasks.
• Reside within or geographically close to the assigned territory.

• Associate’s degree from an accredited college or technical school, OR two or more years of IT and/or field service experience.

• College degree or equivalent acceptable in lieu of field experience.

• Proficient use of applicable technology and ability to follow technical instructions and guidelines.

• Ability to document daily activities and system functions.

• Responsible for maintaining relevant certifications as needed, including but not limited to Microsoft, Citrix, VMware, and Cisco certifications.

• Valid driver’s license in state of residence with access to a reliable vehicle capable of transporting equipment.

• Must meet minimum age of 21 to meet company vehicle insurance requirements.

• Ability to lift and/or move up to 100+ lbs of equipment.

• Physically able to engage in extended periods of walking, sitting, standing, bending, squatting, crawling, climbing, and reaching.

• Ability to travel as required by the business and maintain on-call availability.

Minimum Qualifications

• High School Diploma or GED equivalent required
• Proficient use of applicable technology
• Ability to follow technical instructions and guidelines
• Able to work in a team environment
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability
• Able to lift up to 50 lbs