Field Support Technician II

Galleon Virtual Services; Fort Worth, Arlington, Dallas (TX, TX, TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT services provider is seeking a Deployment Coordinator to provide on-site support for clients in the Dallas/Fort Worth area. The role involves managing IT resources, troubleshooting technical issues, and ensuring client satisfaction. Ideal candidates should have 5-7 years of experience in IT support and relevant certifications. This is a full-time position offering opportunities for growth in a fast-paced environment.

Qualifications

• Five to seven years’ experience in an IT field support role.
• Proven ability to work both independently and with technology innovators.
• Strong technical and analytical skills.

Responsibilities

• Manage day-to-day IT resource support.
• Travel within the Dallas/Fort Worth area for client interactions.
• Document technical issues using ticketing systems.

Skills

IT field support experience

Analytical skills

Troubleshooting knowledge

Excellent communication

Agile environment experience

Education

Graduate of high school or GED equivalent

A+, Network+, Security+, MCSA, MCSE, or CCNA, CCNP

Tools

VMware

Citrix

Job description

Reports to: Director of Technology

Responsibility Overview

Responsible for day‑to‑day on‑site support of IT resources and clients. Manage tickets, record queues, and maintain high‑level support and satisfaction with internal and external clients. Handle desktop and client application support, backup admin support for the NOC, and deploy new workstations as needed.

Essential Functions

• Travel within the Dallas/Fort Worth area to directly interact with clients and perform technical support and maintenance services
• Analyze complex business needs presented by the user community and/or clients and recommend technical solutions
• Ensure consistency by creating, maintaining, and enforcing standards and procedures for field support issues
• Report support trends to the IT Operations Manager and/or Director of Technology to make recommendations for changes to technology deployed at client sites
• Document problem‑solving through use of ticketing systems to track and report technical issues
• Responsible for day‑to‑day management of on‑site support for Galleon clients, including PC, Network, Email, MS Office, Print/Copy, and Mobile support
• Assist with low level infrastructure and application project work
• Assist with on‑site support and after‑hour on‑call rotation as needed
• Responsible for creating and following standard desktop deployment practices
• Perform other projects and assign duties in an efficient, effective, and cost‑conscious manner, complying with all Galleon policies and procedures

Education

• Graduate of high school or GED equivalent
• A+, Network+, Security+, MCSA, MCSE, or CCNA, CCNP (preferred)
• Virtualization technology/ONAPP/Citrix/VMware knowledge
• Strong knowledge of client technology, including desktop OS, MS Office, smartphones, and business phone solutions (traditional PBX and VoIP)
• ITIL knowledge (certification preferred)
• Basic knowledge of Compliance (HIPAA/PCI)

Skills

• Five to seven years’ experience in an IT field support role or as an independent contractor supporting office technology; preferred in a multi‑client support organization supporting executives or healthcare professionals in a fast‑paced and mission‑critical environment
• Proven ability to work both independently and with technology innovators in a fast‑paced environment
• Strong technical, analytical skills and troubleshooting knowledge of network and desktop hardware
• Reliable transportation and the ability to complete multiple client support appointments throughout the day as needed
• Excellent organization, communication and collaboration abilities
• Innovative thinker who is positive, proactive, and readily embraces change
• Experience working in an agile environment where critical thinking and strong problem‑solving skills are required for success
• Exercise high technical aptitude that allows one to logically step through a problem even when dealing with unfamiliar environments and products
• Strong sense of urgency in support of all clients and resolving support tickets quickly and accurately
• Ability to follow policies and procedures that dictate standards for ticket handling, such as customer communication status updates, timelines for escalation, management communication status updates, etc.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

Deployment Coordinator (Remote, with candidate preference given to individuals in the Dallas/Fort Worth or Southeast Region due to project locations)

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