IT Support & Field Services Technician (Level 1)

Zella Technologies, LLC; Hammond (LA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Company vehicle provided

Travel – local & out of state

Job summary

Zella Technologies, LLC is seeking a hands-on IT Support & Field Services Technician (Level 1) to join our Hammond office. The role blends office-based IT support with regular onsite customer visits, including basic network cabling, equipment installation, and proactive customer engagement.

You will work with Windows and Linux environments and support Microsoft 365 applications. The ideal candidate has 1–2 years of IT support experience, enjoys problem solving, and communicates professionally

Qualifications

• 1–2 years of IT or technical experience preferred.
• Experience supporting Windows and Linux environments.
• Experience with networking and cabling is a plus.

Responsibilities

• Respond to Level 1 tickets via ticketing system, phone, email and remote tools.
• Troubleshoot hardware, software, OS and network issues.
• Support Windows servers/workstations, laptops, printers and peripherals.
• Assist with Microsoft 365, Outlook, Teams, and password resets.
• Perform basic Windows Server tasks: AD, file shares, permissions, service checks.
• Troubleshoot basic Linux services and network connectivity.
• Install and configure workstations and software; manage updates.
• Escalate complex issues to Level 2/3 engineers.
• Follow SLAs and established security procedures.

Skills

IT support

Windows

Linux

Networking

VoIP

Microsoft 365

Tools

NinjaOne

Veeam

Job description

Location: Hammond, Louisiana

Job Type: Full-Time | On-Site

Compensation: Based on Experience

Travel: Local & Out of State Customer Visits including overnight travel | Company Vehicle Provided

Experience: 1-2 Years of Relevant IT or Technical Experience Preferred

About Zella Technologies

Zella Technologies is a Managed Services Provider (MSP), VoIP Provider, and Fiber Internet Service Provider (ISP) delivering cutting-edge technology solutions to businesses. Our services include managed IT support, network infrastructure, cybersecurity, cloud platforms, business phone systems, and fiber internet connectivity.

We support a wide range of business technology environments and pride ourselves on delivering reliable solutions, responsive technical support, and exceptional customer service.

We are expanding our team and seeking a motivated, dependable, and hands-on IT Support & Field Services Technician (Level 1) to join our Hammond office.

Position Overview

This position combines Level 1 technical support, onsite field services, structured network cabling, equipment installations, and proactive customer engagement.

Unlike a traditional help desk role, this position involves a combination of office-based technical support and hands-on work at customer locations. Responsibilities include troubleshooting day-to-day IT issues, supporting Windows and Linux environments, installing and configuring equipment, running and terminating network cabling, mounting network infrastructure, and assisting with technical projects.

The technician will also conduct proactive customer visits to check in, identify potential issues, address minor technical concerns, and help ensure customers are satisfied with their services.

The ideal candidate has 1-2 years of IT support or related technical experience, enjoys solving problems, is comfortable working with their hands, and communicates professionally with customers.

This position requires someone who takes pride in their work, understands the importance of protecting customer property, and can perform onsite installations safely, cleanly, and professionally.

This is an excellent opportunity to gain practical experience across managed IT services, enterprise networking, telecommunications, cybersecurity, and cloud technologies while working alongside experienced engineers.

Note: This is a hybrid technical role combining office-based service desk support with regular onsite field service work. The technician will be expected to transition between troubleshooting support tickets, responding to monitoring alerts, preparing equipment, performing physical installations, and conducting proactive customer visits based on business needs. This is not a remote position, a dedicated cabling installer position, or a traditional help desk-only role.

Key Responsibilities

• Respond to, troubleshoot, and resolve Level 1 support tickets through our ticketing system, phone, email, and remote support tools.

• Diagnose common hardware, software, operating system, and network connectivity issues.

• Support Windows Servers and workstations, laptops, printers, peripherals, and common business applications.

• Assist customers with Microsoft 365, Outlook, Teams, email connectivity, password resets, and basic account management.

• Perform basic troubleshooting and administrative tasks involving Windows Server environments, including user accounts, Active Directory, file shares, permissions, and service availability checks.

• Assist with common Windows domain issues, including login failures, account lockouts, mapped drives, and basic Group Policy troubleshooting.

• Perform basic Linux troubleshooting, including checking service status, disk usage, network connectivity, and system logs.

• Utilize basic Linux command-line tools to investigate common system issues and gather diagnostic information.

• Troubleshoot basic networking issues involving Wi-Fi, Ethernet, IP addressing, DNS, DHCP, and internet connectivity.

• Assist with basic VoIP phone troubleshooting, including handset connectivity, provisioning, and call-related issues.

• Install, configure, and troubleshoot workstations, business applications, software updates, and peripheral devices.

• Identify issues requiring advanced troubleshooting and elevate appropriately to Level 2/Level 3 engineers.

• Follow established support procedures, service level agreements (SLAs), security requirements, and escalation processes.

Remote Monitoring, Preventative Maintenance & Backup Support

• Monitor and respond to alerts generated by remote monitoring and management (RMM) platforms, including NinjaOne and other company monitoring systems.

• Investigate common workstation, server, and network monitoring alerts and create or update service tickets as appropriate.

• Perform routine system health checks, including disk utilization, system services, hardware health, and operating system alerts.

• Monitor backup job results and investigate basic backup failures involving Veeam and other supported backup solutions.

• Perform approved file-level restores and basic backup verification tasks following established procedures.

• Identify recurring alerts, system performance problems, and potential service disruptions for further investigation or escalation.

• Perform approved preventative maintenance tasks, system updates, and basic remediation activities.

• Escalate backup, server, security, or infrastructure issues that require advanced troubleshooting or administrative changes.

Endpoint Security & Remote Access Support

• Troubleshoot common endpoint security issues involving antivirus, endpoint detection and response (EDR), and other managed security tools.

• Investigate basic malware detections, security warnings, and endpoint protection alerts according to established procedures.

• Verify endpoint security agent health, monitoring status, and compliance with company security requirements.

• Assist customers with VPN connectivity, Remote Desktop, and other approved remote access solutions.

• Support basic mobile device configuration and troubleshooting for iPhone, iPad, and Android devices, including business email and Microsoft 365 applications.

• Follow established cybersecurity policies, access control procedures, and security incident escalation requirements.

• Recognize suspicious activity and escalate potential security incidents promptly without making unauthorized security changes.

Service Desk Operations, SLAs & Accountability

• Actively accept, manage, and resolve assigned Level 1 support tickets through the company's service management platform.

• Accurately document troubleshooting steps, actions performed, customer communications, and resolutions.

• Record time worked, onsite activities, and applicable expenses accurately and promptly within company systems.

• Prioritize assigned tasks based on business impact, urgency, and established service level agreements (SLAs).

• Keep customers informed of ticket progress, expected next steps, scheduled service visits, and resolution status.

• Coordinate with dispatch and senior technical staff to ensure requests are assigned, escalated, and resolved efficiently.

• Take responsibility for assigned tickets through resolution or documented transfer to the appropriate team.

• Meet established performance expectations for ticket response, resolution, documentation quality, customer satisfaction, and productivity.

• Participate in ongoing technical training, process improvements, and documentation initiatives.

Work Schedule & On-Call Responsibilities

• Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time. Onsite, Projects, Upgrades, etc. will change the working hours when needed.

• Work primarily from the Hammond office, with regular travel to customer locations, including overnight stays, for onsite service calls, installations, and scheduled customer visits.

• Participate in a scheduled on-call rotation for after-hours, weekend, and critical support needs.

• Respond to assigned on-call requests according to established company procedures and escalation requirements.

• Maintain professional communication and timely follow-through during both regular business hours and assigned on-call periods.