IT Field Technician

Description

Employment Type: Full Time
Supervisor: IT Operations Manager
Location: Store Support Center (primary field travel)

The IT Field Technician installs, maintains, and repairs computer hardware, network infrastructure, and retail technology systems across all Theisen's locations. This role serves as the company's primary on‑site technical resource for hardware deployment, network installs, physical troubleshooting, and field implementation support, traveling to store and corporate locations as needed. The Field Technician is expected to work independently in the field, assess technical issues, recommend practical solutions, and carry out approved infrastructure and technology initiatives in coordination with the IT Operations Manager and broader IT team.

A successful Field Technician is hands‑on, organized, and comfortable using sound technical judgment in a fast‑paced retail environment, with strong problem‑solving skills and the physical ability to perform installation and repair work.

• Education: Vocational training or an associate’s degree in a Computer Science related field.
• Experience: 2 - 4 years of educational or on‑the‑job experience in IT hardware or field service.

• Install, move, maintain, and repair computer equipment, mobile retail devices, network hardware, and assorted peripherals at store and corporate locations.
• Perform on‑site network installs and upgrades, including switches, access points, firewalls, and structured cabling, following approved standards and escalating design or configuration decisions as appropriate.
• Support the testing and implementation of new procedures, hardware, software upgrades, and technology initiatives, including identifying field impacts, providing technical input, and documenting installation outcomes.
• Coordinate assigned field technology projects, such as store refreshes, new equipment rollouts, remodel support, and infrastructure upgrades, ensuring work is completed accurately, timely, and in alignment with direction from IT leadership.

Evaluate on‑site technical conditions, troubleshoot independently, and recommend corrective actions or improvement opportunities while partnering with the IT Operations Manager on broader infrastructure planning and design decisions.

• Install, maintain, and troubleshoot security camera (CCTV) hardware and software, including ongoing updates.
• Maintain Point of Sale hardware, payment card devices, scanners, receipt printers, and cash drawers.
• Support Internet access infrastructure at store locations, including routers, modems, and various connection mediums (DSL, Broadband, Fiber Optic).
• Travel to retail and corporate locations to perform field service work, new store builds, and installs, including overnight travel as required.
• Maintain trouble logs on hardware and field service requests using the ticketing system.
• Prepare and maintain procedural documentation for hardware installation and field service processes.
• Coordinate with the Support Analyst and IT operations team to resolve escalated or on‑site hardware issues identified through the help desk.
• Complete regularly scheduled site visits to each store — targeting every two months when not engaged in reset or construction projects — performing preventive maintenance, inspections, and on‑site issue resolution.
• Maintain clean, organized, and documented server rooms and network closets at all store locations, including cable management and equipment labeling.
• Any other duties as requested by management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Equipment:
Desktop computers and peripherals, Windows servers (physical and virtualized), Windows mobile devices, IBM AS/400, network switching (Layer 3 experience a plus), perimeter security devices (firewalls), Point of Sale hardware, payment card devices, network and CCTV surveillance systems, VoIP phone system…