Bilingual Field IT Support (Contract)

olddominiongroup; Midlothian (VA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Old Dominion Group in Midlothian, Virginia is looking for a Field Tech Champion to provide bilingual support for their field workforce. This role involves on-site technical assistance and training for various systems, ensuring seamless user experience in the field.

The successful candidate will be fluent in both English and Spanish, with experience in troubleshooting technical issues. The role requires approximately 50% travel to field locations, desiring candidates with a strong understanding of field operations.

Qualifications

• Fluent in both English and Spanish with strong written and verbal skills.
• 2-4 years of relevant field or technical support experience.
• Ability to troubleshoot common technical support issues independently.

Responsibilities

• Provide hands-on technical support to field teams.
• Deliver training for field-facing technology.
• Gather user feedback to improve systems.

Skills

Fluent in English

Fluent in Spanish

Troubleshooting technical issues

Device configuration

Understanding of field operations

Tools

Microsoft 365

Mobile Device Management (MDM)

Job description

Old Dominion Group is a multi‑state construction organization operating across 14 business units with over 1,500 employees and an aggressive growth trajectory. As we scale — through organic growth and active acquisition activity — successful adoption of enterprise systems in the field is critical to our operational performance and our people.

The Field Tech Champion is a field‑embedded, bilingual role built for someone who sits at the intersection of people, process, and technology. This person is the boots‑on‑the‑ground bridge between our field workforce and our payroll systems — providing hands‑on technical support, training, and adoption guidance for our field‑facing system(s) in both English and Spanish. Roughly half of the time will be spent in the field delivering direct support and training; the other half is troubleshooting level‑one technical issues, gathering feedback, and partnering with the Product Owner to identify process improvements and system enhancements.

PRIMARY RESPONSIBILITIES & FOCUS AREAS

The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing, and other duties will be assigned based on the position's role within the business unit.

Field-Based Technical Support — Provide hands‑on, level‑one technical support to field teams, addressing common issues such as login and Microsoft 365 account, email, and access questions; device configuration and mobile device management (MDM) for iPads and other iOS and Android devices; and navigation of field‑facing systems. Log, prioritize, and resolve Tier 1 and Tier 2 issues through the service desk ticketing system, escalating more complex problems to Tier 3 and partnering closely with the help desk team — ensuring field employees always have a clear, well‑documented path to resolution.

Field‑Facing Systems: Adoption & Training — Deliver hands‑on training and adoption support for field‑facing technology. Bring a user‑first, field‑first perspective to everything you do: your job is to make the use of technology in the field as streamlined and intuitive as possible. During rollout of the new Time Tracking and HRIS system, the focus is proactive training; post‑rollout, the focus shifts to continuous adoption and system improvement.

User Feedback & Continuous Improvement — Serve as the primary ear on the ground for field user feedback. Gather informal insights about system usability, pain points, and opportunities for improvement through daily interactions with field teams. Collaborate with the Digital Enablement team to translate that feedback into actionable feature requests, process improvement recommendations, and backlog contributions.

Training Material Input — Provide feedback and insights to improve existing training documentation and materials. Contribute to and/or develop training content — though this is not the primary mission of the role.

Field Travel — In close coordination with Field Operations Leadership, travel to field locations approximately 50% of the time to deliver in‑person support and training. Must be comfortable working across a variety of job site environments.

WHAT SUCCESS LOOKS LIKE

• Field users — including Spanish‑speaking employees — feel supported, heard, and capable of using technology (including the Time tracking and self‑serve HR systems) in the field correctly and efficiently.
• Every targeted field user receives role‑appropriate training before or at go‑live, and adoption barriers identified in the field are documented and escalated.
• A consistent feedback loop is operating between the Field and the Digital Enablement function — with documented user insights contributing to rollout success initially, and backlog refinement and process improvements eventually.
• Level one support issues are being resolved in the field, with appropriate escalations to the help desk that are timely and well‑documented.
• Training materials have been reviewed and informed by field‑level feedback, with improvements documented and delivered.

REQUIRED QUALIFICATIONS

• Fluent in both English and Spanish, with strong communication skills in both languages — written and verbal.
• Understanding of field operations, construction, or similar hands‑on, multi‑site environments.
• Ability to troubleshoot and resolve common level‑one technical support issues independently, including device configuration, login, Microsoft 365 account and access, mobile device (iOS and Android), and application navigation issues.
• Familiarity with Microsoft 365 administration and troubleshooting, mobile device management (MDM) for iOS and Android, and service desk ticketing and escalation workflows.
• Strong appreciation of how ERPs, Time Keeping, or similar enterprise systems are used to improve field operations, with a user‑first mindset focused on simplification and practical usability.
• Ability to gather, synthesize, and communicate user feedback clearly and constructively to technical and non‑technical stakeholders.
• 2–4 years of relevant field or technical support experience.
• Comfortable with significant travel (approximately 50%) across field locations.

PREFERRED QUALIFICATIONS

• Based in the Richmond, Virginia area (preferred home base; not required).
• Experience with system adoption, implementation, or end‑user training in a field‑based environment.
• Familiarity with help desk or IT support processes and escalation workflows.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS‑900), or equivalent.
• Experience developing or contributing to training documentation or user guides.

Note: Offers will be made based on candidates’ qualifications relevant to the position.