Technician, Field Services

About IT Solutions

Do you have the CHOPS
? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast‑growing Managed Service Provider specializing in providing high‑end technology solutions to small and mid‑market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.

Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

The Technician, Field Services is part of the Managed Services team responsible for multiple clients onsite and handling escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource.

This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client‑down situations is an absolute must, and it is paramount to always provide excellent customer service.

• Travel onsite to the client office as defined to provide services. Days not spent traveling will be worked onsite at IT Solutions or, at times, working from home.
• Install and configure workstations, laptops, printers, routers, and other peripheral equipment.
• Answer technical service calls and create customer tickets.
• Have excellent troubleshooting skills and be able to triage a customer's issue, get to the root of the problem in a timely manner, and document issue(s).
• Provide phone and onsite support to end users with an enthusiastic attitude to analyze, troubleshoot, and resolve issues to the customer's satisfaction.
• Ensure creation of tickets and escalation to appropriate group(s).
• Analyze and troubleshoot logs and track the nature and resolution of problems and can perform tier one levels of routing incident analysis.
• Interact and work directly with multiple advanced technician groups and vendors to escalated technical issues, provide client updates, and drive incidents to resolution, often collaborating between more than one group at a time.
• Work regularly with the client’s internal service and project coordinators who assign tickets.

• Confident and comfortable with client‑facing activity.
• Strong oral and written communication skills.
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• Maintain the ability to stay organized and be detail oriented.
• Demonstrates a passion for solving problems or helping others and takes the initiative in driving continuous improvement and execution excellence.
• Exceptional organizational skills, including the ability to self‑manage and multi‑task effectively in a fast‑paced, dynamic environment.
• Understand all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
• Troubleshoot and configure hardware such as printers and laptops.
• Lift at least 50 pounds and be comfortable climbing step‑ladders.

• Bachelor’s degree, or equivalent level of experience in a related field.
• Two years in a helpdesk role, triaging reported issues and incidents by customers.
• One or more years of work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, datacenter, and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012‑Current) versions.
• Experience managing or troubleshooting Office 365 Exchange Online and Microsoft Exchange 2013‑Current.
• Experience with firewalls and remote access VPNs such as Cisco Any Connect, Meraki, Sonic Wall, Fortinet, etc.
• Experience with a ticketing system, such as Connect Wise Manage.
• Experience with networking products including Ubiquiti,…