IT Services Field Technician

Jobtailor

Salem (OR)

On-site

USD 55,000 - 75,000

Full time

9 days ago

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Job summary

Jobtailor in Salem, OR is seeking an onsite Field IT Support Specialist to assist customers at multiple locations. You will respond to service requests for desktops, laptops, printers and network gear, troubleshoot Windows and macOS, and provide status updates via ticketing systems.

You'll collaborate with the MITS Service Desk and field leadership, document steps in ConnectWise, and strive to meet SLAs by first-visit resolutions. A strong customer focus and problem-solving mindset are essential.

Qualifications

Strong problem-solving ability and passion for technical troubleshooting.
Excellent written and oral communication skills.
Experience in field IT support or help desk is preferred.

Responsibilities

Respond to onsite service requests for desktops, laptops, printers, and network infrastructure
Troubleshoot and diagnose IT issues across Windows, macOS, and multi-site networking environments
Support customers via phone, email, and ticketing systems
Gather information and provide status updates
Collaborate with the MITS Service Desk team, field leadership, and customers to resolve technical issues
Document troubleshooting steps, solutions, and outcomes in ConnectWise
Meet Service Level Agreements by responding promptly and resolving issues on the first visit when possible
Maintain professional communication and customer service during site visits
Perform onsite equipment handling and installation
Identify process improvement opportunities and share findings with the technical team
Work independently in the field with remote support from the MITS Service Desk and field leadership

Skills

Problem-solving

Communication

Customer-focused

Reliable transportation

Willingness to learn

Field IT support

Windows/macOS support

Education

Associate degree in IT/CS or related field

Tools

ConnectWise

Remote support tools

VOIP technology

Network analysis tools

Job description

Respond to onsite service requests for desktops, laptops, printers, and network infrastructure
Troubleshoot and diagnose IT issues across Windows, macOS, and multi-site networking environments
Support customers via phone, email, and ticketing systems
Gather information and provide status updates
Collaborate with the MITS Service Desk team, field leadership, and customers to resolve technical issues
Document troubleshooting steps, solutions, and outcomes in ConnectWise
Meet Service Level Agreements by responding promptly and resolving issues on the first visit when possible
Maintain professional communication and customer service during site visits
Perform onsite equipment handling and installation
Identify process improvement opportunities and share findings with the technical team
Work independently in the field with remote support from the MITS Service Desk and field leadership

Requirements

Strong problem-solving ability and passion for technical troubleshooting
Excellent written and oral communication skills
Ability to work in a fast-paced, customer-focused environment
Reliable transportation to service multiple customer locations across the Salem, OR area
Willingness to learn and grow with new technologies
Associate degree in IT, Computer Science, or related field preferred
Prior experience in field IT support, desktop support, or Help Desk roles preferred
Knowledge of networking concepts including VPN, routing, TCP/IP, and network analysis tools preferred
Experience supporting Windows 10/11, Windows Server, or macOS environments preferred
Familiarity with VOIP technology or IP telephony systems preferred
IT certifications such as CompTIA A+, CompTIA Network+, Microsoft MD-102 preferred
Experience with ticketing systems and remote support tools preferred
Ability to lift/carry up to 50 lbs
Regular travel throughout the Salem, OR metropolitan area to customer sites
Availability for Monday–Friday hours and occasional after-hours emergency support

Core Competencies

Demonstrates expertise in troubleshooting and diagnosing IT issues across various operating systems, including Windows and macOS, while providing exceptional customer service and maintaining effective communication. Proficient in using ticketing systems and remote support tools to meet service level agreements and improve processes.

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