Field Support Technician II

Reports to: Director of Technology

Responsible for day‑to‑day on‑site support of IT resources and clients. Manage tickets, record queues, and maintain high‑level support and satisfaction with internal and external clients. Handle desktop and client application support, backup admin support for the NOC, and deploy new workstations as needed.

• Travel within the Dallas/Fort Worth area to directly interact with clients and perform technical support and maintenance services
• Analyze complex business needs presented by the user community and/or clients and recommend technical solutions
• Ensure consistency by creating, maintaining, and enforcing standards and procedures for field support issues
• Report support trends to the IT Operations Manager and/or Director of Technology to make recommendations for changes to technology deployed at client sites
• Document problem‑solving through use of ticketing systems to track and report technical issues
• Responsible for day‑to‑day management of on‑site support for Galleon clients, including PC, Network, Email, MS Office, Print/Copy, and Mobile support
• Assist with low level infrastructure and application project work
• Assist with on‑site support and after‑hour on‑call rotation as needed
• Responsible for creating and following standard desktop deployment practices
• Perform other projects and assign duties in an efficient, effective, and cost‑conscious manner, complying with all Galleon policies and procedures

• Graduate of high school or GED equivalent
• A+, Network+, Security+, MCSA, MCSE, or CCNA, CCNP (preferred)
• Virtualization technology/ONAPP/Citrix/VMware knowledge
• Strong knowledge of client technology, including desktop OS, MS Office, smartphones, and business phone solutions (traditional PBX and VoIP)
• ITIL knowledge (certification preferred)
• Basic knowledge of Compliance (HIPAA/PCI)

• Five to seven years’ experience in an IT field support role or as an independent contractor supporting office technology; preferred in a multi‑client support organization supporting executives or healthcare professionals in a fast‑paced and mission‑critical environment
• Proven ability to work both independently and with technology innovators in a fast‑paced environment
• Strong technical, analytical skills and troubleshooting knowledge of network and desktop hardware
• Reliable transportation and the ability to complete multiple client support appointments throughout the day as needed
• Excellent organization, communication and collaboration abilities
• Innovative thinker who is positive, proactive, and readily embraces change
• Experience working in an agile environment where critical thinking and strong problem‑solving skills are required for success
• Exercise high technical aptitude that allows one to logically step through a problem even when dealing with unfamiliar environments and products
• Strong sense of urgency in support of all clients and resolving support tickets quickly and accurately
• Ability to follow policies and procedures that dictate standards for ticket handling, such as customer communication status updates, timelines for escalation, management communication status updates, etc.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting

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