Senior Field Technician - Travel IT Specialist

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

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