IT Field Technician

Job Details:

Job Location:

Russ Darrow Corporate - Menomonee Falls, WI 53051, Position Type:
Full Time, Position Summary

The IT Field Technician provides Tier 1 and Tier 1.5 technical support to employees across multiple dealership locations. This position serves as a primary point of contact for day-to-day technology issues while also handling more advanced troubleshooting that goes beyond traditional Tier 1 help desk support.

The ideal candidate is comfortable working independently, troubleshooting issues from initial report through resolution, supporting users both remotely and on-site, and determining when an issue requires escalation to higher-level IT resources.

• Provide Tier 1 and Tier 1.5 technical support to end users across multiple dealership locations.
• Troubleshoot Windows workstations, laptops, applications, printers, scanners, and other peripheral devices.
• Diagnose hardware, software, network, authentication, and connectivity issues.
• Provide remote and on-site technical support depending on the needs of the dealership.
• Troubleshoot issues beyond basic help desk procedures before escalating to higher-level IT staff or vendors.
• Configure, deploy, replace, and maintain Windows computers and related equipment.
• Support user accounts, passwords, permissions, and access through Active Directory, Microsoft 365, and other vendor applications.
• Troubleshoot wired and wireless network connectivity, including identifying whether problems originate from the endpoint, local network, ISP, or another infrastructure component.
• Support dealership-specific applications and equipment, including CDK and check/document scanning systems.
• Troubleshoot and setup hardware including printers, multifunction devices, scanners, monitors, docking stations, and other dealership hardware.
• Use remote-management tools to diagnose and resolve issues without requiring an on-site visit when possible.
• Assist with employee onboarding, offboarding, workstation moves, and equipment changes.
• Maintain accurate documentation of troubleshooting steps, configurations, equipment, and resolutions.
• Work with vendors and higher-level IT resources when an issue requires escalation while remaining involved through resolution.
• Participate in technology projects, hardware refreshes, software migrations, and other IT initiatives.
• Travel between dealership locations as needed to provide hands-on technical support.

This position is expected to go beyond basic troubleshooting and scripted help desk procedures. The technician should be able to investigate unfamiliar problems, identify likely causes, test potential solutions, and resolve moderately complex issues independently.

• Troubleshooting Remote App, virtual machine, or remote-access issues.
• Identifying whether a problem is related to the user's computer, account, network, server, or third-party service.
• Troubleshooting dealership hardware or software that requires coordination between multiple vendors.
• Reviewing logs, system settings, administrative consoles, and other diagnostic information to determine the cause of an issue.
• Recognizing infrastructure-level problems and gathering the necessary information before escalating them.

The technician is not expected to function as a systems or network administrator but should have enough technical knowledge to recognize and troubleshoot issues that extend beyond traditional Tier 1 support.

This position answers directly to the Director of IT of the Russ Darrow Group.

Must be able to travel to our corporate headquarters in Menomonee Falls and all 15 of our locations in the Metro Milwaukee area, West Bend, Madison, and Neenah. Mileage reimbursement is available.

Work Type:
In-Pe…