Field Services Technician

Marathon TS; Virginia (MN); On-site; USD 52,000 - 76,000; Full time

Job summary

Marathon TS is seeking an on-site IT service delivery resource to own end-user support and local service operations at a high-demand location. You will manage and resolve incidents and service requests across desktops, hardware, peripherals, and user applications, ensuring accurate logging, prioritization, escalation, and closure per SLAs.

You will perform on-site analysis and resolution of complex issues, install and support end-user computing environments, and coordinate with centralized teams

Qualifications

• High School diploma and 4 years of experience required
• Associate’s degree may substitute for 2 years of experience
• U.S. Citizenship required
• Travel up to 10% to sister locations in VA
• Experience supporting end-user services and core workplace technologies
• Strong troubleshooting and incident management skills

Responsibilities

• Serve as on-site IT service delivery resource, owning end-user support and local service operations
• Manage and resolve incidents and service requests across desktops, hardware, peripherals, and user applications
• Perform on-site analysis and resolutions, identify root causes and contribute to Problem Management
• Install, configure, test, and support end-user computing environments across devices
• Execute device builds and upgrades following Change and Release processes
• Act as local escalation point coordinating with centralized teams
• Ensure reliability of connectivity and physical infrastructure
• Provide remote and on-site support for sister locations as needed
• Maintain accurate IT asset and configuration records
• Contribute to continuous service improvement and knowledge article development
• Deliver high level customer-focused service with clear communication

Job description

Job Description

• Serve as an on-site IT service delivery resource, owning end-user support and local service operations for a high-demand location, ensuring consistent service quality and minimal disruption to business operations.

• Manage and resolve Incidents and Service Requests across desktop, hardware, peripherals, and user applications through walk-up support, phone, and ticketing systems, ensuring accurate logging, prioritization, escalation, and closure in accordance with defined Service Level Agreements (SLAs).

• Perform on-site analysis, diagnosis, and resolution of complex technical issues, restoring service quickly while identifying root causes and contributing to Problem Management efforts to reduce recurring incidents.

• Install, configure, test, maintain, and support end-user computing environments, including desktops, laptops, mobile devices, printers, scanners, presentation systems, telephony, and network-connected peripherals, in alignment with approved configuration and security standards.

• Execute device builds, upgrades, refreshes, and repairs across multiple operating systems and platforms, following established Change and Release Management processes to minimize risk and ensure service continuity.

• Act as a local escalation point for desktop and endpoint services, collaborating with centralized Technology, Infrastructure, and Service Desk teams to coordinate resolutions, maintenance activities, and enterprise initiatives.

• Ensure the reliability of end-user connectivity and physical infrastructure, including workstation network jacks and cabling, coordinating remediation as needed to maintain service availability.

• Provide remote and on-site support for users at sister locations as required, supporting consistent service delivery across geographically dispersed sites.

• Maintain accurate IT asset and configuration records, supporting asset lifecycle management, inventory accuracy, audit readiness, and compliance with organizational and contractual requirements.

• Contribute to continuous service improvement by identifying trends, documenting solutions, developing knowledge articles, and recommending process or technology enhancements to improve efficiency and user experience.

• Deliver a high level of customer-focused service, communicating clearly with users and stakeholders, setting expectations appropriately, and translating technical solutions into business-friendly language.

Qualifications:

• A High School diploma and 4 years of experience
• An Associate’s degree in lieu of 2 years of experience
• United States Citizenship
• Travel up to 10% (on an as needed basis) to our sister locations in Herndon, Arlington and Alexandria, VA.
• Demonstrated experience supporting end-user services and core workplace technologies, including Windows 11, endpoint management (e.g., Intune), approved remote support tools, and identity/access services (e.g., Active Directory).
• Strong working knowledge of endpoint and desktop hardware to support incident resolution and request fulfilment within agreed service levels.
• Strong understanding of PC internal components to accurately diagnose faults, restore service, and document resolutions for knowledge reuse.
• Hands-on hardware troubleshooting experience, including structured triage, escalation when required, and clear work notes to support incident management.
• Experience supporting a range of workplace and network-access equipment (e.g., routers, switches, Teams telephony) in alignment with service support processes (incident/request fulfilment) and approved standard changes.
• Working knowledge of relevant protocols, operating systems, security policies, and technology standards to ensure consistent service operation and support continual improvement.
• Ability to use approved support tools, replacement components, and peripheral accessories safely and consistently, following documented procedures and change controls as applicable.
• Ability to read and apply technical manuals, OEM guidance, and internal procedural documentation; contribute to knowledge articles to improve future incident resolution and request fulfilment.

Additional desired experience and skills:

• Customer-focused mindset with a commitment to co-creating value and delivering positive user experience
• Ability to assess impact and urgency to prioritize incidents and service requests, meeting agreed service levels in a high-pressure environment.

Company Description

Marathon TS provides a full range of profess