Senior Field Technician - Tech Services

Community Resources For Justice (CRJ); Boston (MA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off and holidays

Retirement plan with company match

Tuition assistance

Job summary

Community Resources For Justice (CRJ) is seeking a Senior Field Level Support Technician to travel among 60+ locations, diagnosing and resolving complex user issues beyond Tier 1. You will escalate tickets, analyze systems, and provide clear, professional solutions to users while documenting resolutions in the enterprise ticketing platform.

The role requires 4+ years of bench/technical support, an associate degree or equivalent, and strong knowledge of Windows, M365, networking and security

Qualifications

• 4+ years providing bench/technical support for users.
• Associate’s degree in technology related field.
• Experience with Windows OS and smartphones.
• Experience with enterprise ticketing systems.
• Familiar with M365, Microsoft Entra, Fortinet, Citrix, Dell Server/Storage.

Responsibilities

• Use advanced knowledge of CRJ’s technology systems to assist troubled users and document resolutions within the enterprise ticketing platform.
• Analyze systems to perform root cause analysis of issues encountered.
• Provide professional, personalized, and friendly service (seamless, clear, and pleasant written and oral communication).
• Develop and publish documentation as needed for technical systems provided by CRJ’s technology department.
• Collaborate with project coordination to ensure field work for projects is completed without disruption to regular support requests.
• Engage in continuing education, specifically related to Microsoft Cloud and Security technologies.
• Oversee and support a mix of technologies including Wireless, Firewalls, Server OS, Thin Clients, Security Camera, and Conference System setups.
• Make recommendations to management for areas where the use of technology can be improved.
• Other duties as assigned.

Skills

Windows OS

Mobile devices

Ticketing system

Microsoft 365

Fortinet

Citrix

Dell servers/storage

Education

Associate degree in technology

Bachelor’s degree (preferred)

Tools

Microsoft Entra

Job description

Location

Multiple locations - travel required

Schedule

Full Time

Salary

CRJ generally hires within the starting portion of the posted pay range. The offer considers relevant experience, qualifications, and internal equity

Job Summary

The senior field level support tech is responsible for analyzing systems and resolving user level issues that cannot be resolve by the tier 1 support technician. The majority of time will be spent travelling to our multiple locations to gain a deeper insight into the issues at hand. The senior tech will also handle technical ticket escalations and focus on understanding systems in order to provide clear and professional solutions to the user.

What You’ll Bring

Required Skills/Abilities

• Experience utilizing common line of business operating systems and applications (Microsoft Office, Adobe, etc)

• Associates degree in a technology related field or equivalent certifications

• Must be comfortable with all supported versions of Microsoft Windows operating systems, as well as modern smartphones.

• Experience working in an enterprise level ticketing system

• Familiar with Microsoft Entra, Microsoft 365, Fortinet hardware, Citrix, and Dell Server / Storage technologies.

Preferred Skills/Abilities

• Working understanding of M365, Microsoft Entra, Active Directory, and Cloud technologies

• Excellent communication, documentation, and Customer-facing skills

Required Education and Experience

• 4+ years providing bench / technical support for users.

• Associate’s degree in technology related field.

Preferred Education and Experience

• Bachelor’s degree in technology related field

• 2+ years in IT Engineering Experience

Travel requirements

• Heavy Travel required as needed to support 60+ locations.

What You’ll Do

Essential Duties/Responsibilities

• Use advanced knowledge of CRJ’s technology systems to assist troubled users and document resolutions within the enterprise ticketing platform.

• Analyze systems to and perform root cause analysis of issues encountered.

• Provide professional, personalized, and friendly service (seamless, clear, and pleasant written and oral communication)

• Develop and publish documentation as needed for technical systems provided by CRJ’s technology department.

• Collaborate with project coordination to ensure that the field work for projects are completed without disruption to the flow of regular support requests (prioritize and adapt effectively).

• Engage in continuing education, specifically as it relates to Microsoft Cloud and Security technologies.

• Oversee and support a mix of technologies including a variety of hardware and software solutions such as: Wireless, Firewalls, Server OS, Thin Clients, Security Camera, and Conference System setups.

• Make recommendations to management for areas where the use of technology can be improved.

• Other duties as assigned.

Why Join Us

• Supportive team environment.

• Opportunities for professional development and training.

• Meaningful work that impacts lives every day.

CRJ offers eligible employees medical, dental, and vision coverage, paid time off and holidays, life and disability insurance, and a retirement plan with a company match. Additional benefits include tuition assistance, an employee assistance program, training and professional development opportunities, and voluntary benefit options.

Ready to make a difference?