A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
I.T. Field Service Technician Job Description I.T. Field Service Technician (MSP)
Department:
Service Delivery Reports To:
Service Delivery Manager This position requires knowledge of basic I.T. troubleshooting. It is an I.T. job with mostly field work, although the technician will be also expected to assist on the service desk. Please read the job description before applying. Role Summary The I.T. Field Service Technician is the onsite extension of the Service Desk and engineering teams, responsible for delivering high-quality, standards-driven technical support in client environments. The primary objective is to ensure clean, consistent onsite execution, reduce unnecessary escalations, and improve overall service delivery efficiency. This role also supports onsite execution and physical implementation, while Tier 2 and Tier 3 retain ownership of advanced troubleshooting, solution design, and technical escalation decisions. The role can, from time to time, assist the service desk by assisting with customer calls and working support tickets in-house. Key Responsibilities 1. Onsite Support & Incident Response Serve as the primary onsite responder for issues that cannot be resolved remotely Perform desk-side support for Workstations, laptops, printers, peripherals Basic networking and connectivity issues Conduct initial troubleshooting and diagnostics across hardware, software, and user environments Accurately log, categorize, and update tickets in ConnectWise Manage Escalate issues to Tier 2/3 when required with complete documentation and findings 2. Deployment & Hardware Lifecycle Management Stage, configure, and deploy: Workstations, laptops, monitors, docking stations
Execute:
New user setups Office moves and refresh cycles Device swaps and replacements Prepare and ship equipment for remote users Manage asset lifecycle, including: Inventory updates Decommissioning and secure disposal 3. Infrastructure Support & Physical Standards Perform onsite audits of: Network closets, racks, server rooms
Validate:
Cable management, labeling, rack organization UPS status and physical infrastructure health Compare physical environments to documentation (IT Glue) and identify gaps Report risks, inconsistencies, and remediation needs 4. Project & Escalation Support (Revised) Act as the primary onsite execution resource for Tier 2 and Tier 3 engineers, handling physical implementation, troubleshooting support, site readiness, and cutover assistance under technical direction Act as trusted remote hands during escalations and project work Support physical components of projects, including: Rack & stack Firewall/switch replacements Access point installations Conduct site readiness assessments and pre-deployment surveys Assist in cutovers, migrations, and rollout activities Coordinate with vendors (ISP, cabling, facilities) during onsite work 5. Documentation & Service Discipline Maintain accurate ticket notes, time entries, and documentation
Capture:
Photos, labeling, environmental details
Update:
Asset records and knowledge base documentation Ensure adherence to: SLA timelines Service delivery standards Key Skills & Competencies Strong customer service and communication skills Solid understanding of: Windows 10/11 Microsoft 365 Active Directory basics Familiarity with: PSA/RMM tools (ConnectWise, ScreenConnect, IT Glue, etc.) Endpoint troubleshooting and VoIP basics Ability to Work independently in field environments Manage multiple site visits and priorities High attention to detail in organization, documentation, and execution Strong alignment to execution discipline and supporting Tier 2/3 project delivery Certifications (Preferred, Not Required) CompTIA A+ CompTIA Network+ Microsoft Fundamentals (MS-900 or equivalent) PSA/RMM platform certifications (ConnectWise preferred) Physical & Work Requirements Ability to lift up to 50 lbs. (equipment, UPS, hardware) Valid driver's license and reliable transportation Ability to travel between client sites regularly Comfortable working in: Server rooms Network closets Office environments
Pay:
From $24.00 per hour
Benefits:
Dental insurance Health insurance Paid time off Vision insurance
Experience:
Field Service Technician:
2 years (Required) Ability to
Commute:
Puyallup, WA 98374 (Required) Willingness to travel: 50% (Preferred)
