Managed IT Services Field Technician

Pacific Office Automation Inc.; Phoenix (AZ); On-site; USD 57,308,000 - 105,538,000; Full time

Benefits offered by this job

Health benefits

Vacation & PTO

FSA/HSA

Tuition reimbursement

Company vehicle

Mentorship opportunities

Job summary

Pacific Office Automation is seeking a Managed IT Services Field Technician to join our Phoenix team. This field-based role combines hands-on IT support with direct customer engagement, representing the face of the company at customer sites.

You will troubleshoot desktops, laptops, printers, and network issues across diverse environments, travel across the Phoenix metro area, and work closely with the MITS Service Desk. Prior field experience is welcome.

Qualifications

• Strong problem-solving ability and genuine passion for troubleshooting.
• Excellent written and oral communication skills.
• Ability to work in a fast-paced, customer-focused environment.
• Reliable transportation to service multiple locations across the Phoenix area.
• Willingness to learn and grow with new technologies.
• Associates degree in IT, Computer Science, or related field.
• Prior experience in field IT support, desktop support, or Help Desk.
• Knowledge of networking concepts (VPN, TCP/IP, network analysis tools).
• Experience supporting Windows 10/11, Windows Server, or macOS environments.
• Familiarity with VOIP technology or IP telephony systems.
• IT certifications such as CompTIA A+, CompTIA Network+, MD-100/101/102.
• Experience with ticketing systems and remote support tools.

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 to gather information and provide status updates.
• Work closely with the MITS Service Desk team, field leadership, and customers to resolve technical issues efficiently.
• Document troubleshooting steps, solutions, and outcomes in ConnectWise with clarity and accuracy.
• Meet SLAs by responding promptly, providing status updates, and resolving issues on the first visit when possible.
• Maintain professional communication and a strong customer service mindset during every site visit.
• Contribute to a collaborative department with a focus on customer success.
• Perform onsite equipment handling and installation as needed (up to 50 lbs).
• Identify opportunities for process improvements and share findings with the technical team.

Skills

Problem solving

Communication

Customer focus

Reliable transportation

Willingness to learn

Education

Associates degree in IT/CS

Tools

ConnectWise

Remote support tools

Job description

Career Opportunities with Pacific Office Automation

Careers At Pacific Office Automation

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Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in ten western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, & TX. With over 40 years of success in office equipment and technology sales and service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

Why Join Our Team?

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Our Managed IT Services (MITS) division is expanding rapidly, and we need talented field technicians to support our customers across the Phoenix metropolitan area.

• Long-term employment focus: we invest in training and certifications to keep you current with fast-changing technology
• Career progression: opportunity to grow from entry-level support to senior technical leadership roles
• Inclusive culture: all voices are heard, regardless of experience level or tenure
• Field-based work: serve diverse customers with varying IT infrastructure across the Phoenix region

The Position

We are seeking a Managed IT Services Field Technician to join our growing field services team in Phoenix, AZ. This is a field-based position that combines technical problem-solving with direct customer engagement. You will be the face of Pacific Office Automation for our customers, providing onsite IT support across our service territory.

If you are a problem solver who is detail-oriented, capable of multi-tasking, and passionate about customer service, we want to talk to you! We welcome candidates at all experience levels—whether you're starting your IT career or bringing 3+ years of field technician expertise, we have the right role for you.

What You'll Do

As a Managed IT Services Field Technician, you will work on diverse customer environments and technology stacks. Typical responsibilities include:

• 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 to gather information and provide status updates
• Work closely with our MITS Service Desk team, field leadership, and customers to resolve technical issues efficiently
• Document troubleshooting steps, solutions, and outcomes in our ConnectWise ticketing system with clarity and accuracy
• Meet Service Level Agreements (SLAs) by responding promptly, providing status updates, and resolving issues on the first visit whenever possible
• Maintain professional communication and a strong customer service mindset during every site visit
• Contribute to a collaborative, growing, and dynamic department with a focus on customer success
• Perform onsite equipment handling and installation as needed (ability to lift/carry up to 50 lbs)
• Identify opportunities for process improvements and share findings with the technical team

What We're Looking For

Required:

• Strong problem-solving ability and a genuine 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 Phoenix area
• Willingness to learn and grow with new technologies

Preferred Qualifications:

• Associates degree in IT, Computer Science, or related field
• Prior experience in field IT support, desktop support, or Help Desk roles
• Knowledge of networking concepts (VPN, routing, TCP/IP, network analysis tools)
• Experience supporting Windows 10/11, Windows Server, or macOS environments
• Familiarity with VOIP technology or IP telephony systems
• IT certifications such as CompTIA A+, CompTIA Network+, Microsoft MD-100, Microsoft MD-101, or Microsoft MD-102 (endpoint management focus)
• Experience with ticketing systems and remote support tools

What We Offer

• Competitive hourly wage: $20.00 – $36.83/hour (based on experience and role placement)
• Comprehensive health benefits: Medical, Dental, Vision, and Life Insurance
• Paid time off: PTO, Vacation, and Sick Leave
• Flexible spending: FSA/HSA programs
• Career development: Tuition reimbursement and certification support for continuous learning
• Field-based work environment with company vehicle assignment
• Collaborative team culture and mentorship opportunities

This position requires regular travel throughout the Phoenix metropolitan area to customer sites. You will work independently in the field with remote support from our MITS Service Desk and field leadership. Work is primarily onsite at customer locations, with occasional remote diagnostics or documentation work. Standard hours are Monday–Friday, with occasional after-hours support for emergencies.

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees' differences because we know that diversity makes us stronger.