IT Service Desk & Field Technician - TX

Position Summary The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Service Desk & Field Technician plays an important role in making sure that happens. The IT Service Desk & Field Technician handles escalated support requests for the IT Team that need to be handled on-site. They are assigned the support requests that the Helpdesk Technician can't handle as well as any projects that require on-site implementation. When help is needed the IT Service Desk & Field Technician can turn to the IT Service Manager for guidance and support. Essential Duties and Responsibilities Customer Service * Work on and resolve escalated Helpdesk Tickets * Delight our Clients with a Friendly, Quick and Helpful Experience * Provide the Client with advanced on-site troubleshooting * Provide the Client with on-site installation & removal of equipment * On-Site Hardware Maintenance and Support Use of Our Ticketing System * Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests * Managing and recording all work though our Ticketing System * Make sure that Client Documentation in well maintained * Split tickets that have several issues into their own individual ticket * Make sure that tickets aren't "stale" throughout the process Project Work * From time to time the projects team will need additional resources to help deliver projects on-site. Communication, Reporting & Risk * Create and maintain documentation for on-site processes * Escalate tickets that require Service Delivery Manager support * Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue * Submit Timesheets & Expense reports as indicated on their SOPs * dentify, Communicate and Mitigate potential risks to the IT Service Manager and Clients Team Work * Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher * Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks * Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues * Identify opportunities for improvement and make constructive suggestions for change * Contribute to the process of innovative change effectively * Undertake other duties as required by the IT Service Manager or CTO Knowledge, Skills and Abilities * A love of (and ability to) Solve Problems & Challenges * Great Communications skills, founded in being a good listener * Advanced understanding of support tools, techniques and how technology is used to provide services * Advanced understanding of operating systems, business applications, printing systems and network systems * Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices * Must be able to type quickly and accurately while talking on the phone * A deep desire to deliver an amazing Client Experience * Advanced knowledge of IT Applications, Software & Hardware * The ability to speak both Geek and human * The ability to keep up with & adapt to the fast-paced IT world Nice to Have: * Experience using a Ticketing system / RMM Tool and PSA software * Experience providing support via remote tools * Experience handling Technical Service Tickets * Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, A+, Network+, Security+ etc. * Client Experience Certifications such as Helpdesk Habits etc. * Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. Education & Experience * Advanced experience and understanding of structured cabling (tidy cable management is a must) * Advanced experience installing and maintaining networking and VoIP equipment * Advanced experience and knowledge of working with the Microsoft 365 Platform * Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) * Advanced experience working with vendors for expedited troubleshooting of hardware and software systems * Drivers license

Created: 2025-09-23