Information Technology Field Technician

pro/source <IT>; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A growing technology firm in New York seeks an IT Field Technician to provide technical support across enterprise software, end-user hardware, and Point of Sale (POS) systems. The technician will troubleshoot incidents, implement solutions, and ensure high service levels within an enterprise environment. This role requires 2+ years of experience in customer-facing technical support, including hands-on experience with POS environments. Flexibility in working hours is a must, along with a strong customer service orientation.

Qualifications

• Minimum 2 years of experience in a customer-facing technical support role within an enterprise environment.
• Hands-on experience supporting Point of Sale (POS) environments is REQUIRED.

Responsibilities

• Troubleshoot technical incidents across enterprise software, end-user hardware, and POS systems.
• Provide technical support and system deployments for client hardware.
• Work with business units on application and process improvement issues.

Skills

Advanced working knowledge of Microsoft client operating systems

Working knowledge of LAN and WAN networking concepts

Proficiency with Microsoft Office applications

Strong analytical and troubleshooting skills

Excellent customer service and communication skills

Self-motivated with strong initiative

Education

Bachelor's degree in Information Technology or a related field

Associate's degree or High School Diploma/GED with college-level coursework and a current technology certification (A+ or Network+)

Tools

POS devices

Job description

Our growing client is seeking an IT Field Technician to provide technical support across enterprise software, end-user hardware, Point of Sale (POS) systems, and basic network infrastructure. Responsible for diagnosing issues, implementing timely resolutions, and escalating complex problems when necessary. This role supports daily IT operations, assists with system deployments, and ensures high levels of service and user satisfaction.

Key Responsibilities

• Troubleshoot technical incidents across enterprise software, end-user hardware, POS systems, and basic network infrastructure.
• Diagnose root causes and implement effective resolutions in a timely manner.
• Escalate unresolved issues to appropriate support tiers while adhering to service level agreements.
• Provide on-site troubleshooting and technical support as needed.
• Demonstrate proficiency supporting enterprise client hardware, POS devices, and end-user infrastructure technologies.
• Operate within a Level 1 and Level 2 support structure while following established support and escalation procedures.
• Maintain detailed incident documentation and resolution records.
• Deliver high levels of service and accountability when resolving technical requests.
• Assist with configuring and deploying new client systems and POS hardware, including replacements for failed equipment.
• Support IT management in implementing departmental goals and technology initiatives.
• Work with business units on application issues, POS processing issues, software implementations, and process improvements.
• Maintain familiarity with supported products, services, and technologies.
• Contribute to the development and improvement of team support procedures and best practices.
• Maintain internal knowledge base documentation and self-service support materials.
• Implement automation and innovative approaches to streamline administrative tasks.
• Stay current with evolving technologies related to end-user support.
• Participate in an on-call rotation and provide emergency support as required.
• Attend and participate in team meetings and other departmental activities as requested.
• Adhere to all organizational IT policies and procedures.

Knowledge, Skills, and Abilities

• Advanced working knowledge of Microsoft client operating systems, including Windows 10
• Working knowledge of LAN and WAN networking concepts and architecture
• Experience monitoring and optimizing systems for performance
• Proficiency with Microsoft Office applications
• Knowledge of PC hardware components, POS devices, peripherals, storage, and printing devices
• Understanding of IP networking and connectivity
• Familiarity with project management concepts and techniques
• Strong analytical and troubleshooting skills
• Ability to diagnose unfamiliar technical issues and develop logical solutions
• Ability to interpret technical documentation and apply solutions effectively
• Excellent customer service and communication skills, with the ability to explain technical concepts to non-technical users
• Strong organizational and time management skills
• Self-motivated with strong initiative and accountability

Minimum Qualifications

• Bachelor’s degree in Information Technology or a related field, OR
• Associate’s degree or High School Diploma/GED with college-level coursework and a current technology certification (A+ or Network+)

Experience

• Minimum 2 years of experience in a customer-facing technical support role within an enterprise environment
• Hands-on experience supporting Point of Sale (POS) environments is REQUIRED

Additional Requirements

• Ability to travel to multiple locations
• Ability to work a flexible schedule including evenings, weekends, holidays, and participate in on-call support