Field Technician / Help Desk Agent

Job Summary

We’re building a high-performing team grounded in EOS (Entrepreneurial Operating System) principles and our core value: “true customer service is based on deed, not word alone.” This foundational HQ role balances on-site field work with help desk coverage, project execution, incident response, and service requests for both managed services clients and non-contract customers.

Key Responsibilities

• Deliver on-site field support: diagnosing and resolving hardware/software issues; installing/deploying systems and devices into a network environment; repair; site survey; preventive maintenance; and providing technical support and training to end users.
• Serve as Help Desk agent: Log into and proficiently use the ACD system to handle inbound calls, tickets, and real-time support.
• Manage incident response, service requests, and project work (e.g., migrations, deployments).
• Document work thoroughly in the ticketing system; maintain network diagrams, asset inventories, and client documentation.
• Follow and contribute to established processes and change management.
• Nonlocal travel (within New Mexico) may be occasional or frequent; this may include overnight or extended stays (travel time compensated).

Requirements

• 2–5 years of MSP or IT support experience, including field work and help desk operations.
• ACD proficiency required: Demonstrated experience logging into and efficiently managing an Automatic Call Distribution (ACD) system/queue.
• Broad technical knowledge encompassing network infrastructure, routing and switching, wireless networking, server infrastructure, endpoints, cybersecurity, cloud-hosted services, virtual systems, server applications, and productivity applications.
• Demonstrable experience and skill: Microsoft operating systems, server applications, cloud services, endpoint applications and identity services; end-to-end deployment of endpoint systems; configuration, troubleshooting, and maintaining networked devices and peripherals.
• High-agency mindset: Self-motivated, takes ownership of outcomes, and thrives in a mix of independent field work and collaborative HQ duties; proactively communicates with customer and team; see it, solve it, document it, and move on without hand-holding.
• Travel: Reliable personal transportation; willingness and ability to travel to client sites (occasional to frequent) within New Mexico, which may include overnight or extended stays; flexibility to use personal or company vehicles, including light-duty cargo vans.
• Physical Demands: Ability to work at heights, in confined spaces, in crowded/public environments (e.g., K-12 schools, hospitals), and to move heavy equipment and/or furniture as needed for installations and deployments.
• Interpersonal skills and emotional intelligence: Ability to manage client expectations, de-escalate tense situations, and collaborate effectively with both technical and non-technical stakeholders and team members.

Eligibility

• U.S. Citizenship
• Ability to successfully pass a comprehensive background check and drug screening
• Valid U.S. driver’s license with a clean driving record
• Proof of current auto insurance meeting or exceeding state minimum requirements
• Ability to obtain and maintain required security clearances or client-specific certifications

Compensation & Benefits

• Competitive base ($55k–$80k DOE) commissions, performance bonuses, vehicle/mileage reimbursement, per diem for overnight/extended travel.
• Health & Wellness Stipend, PTO, PSL, paid holidays, and growth opportunities.

Pay: $55,000.00 - $80,000.00 per year

Benefits:

• Employee discount
• Paid time off

Work Location: Hybrid remote in Rio Rancho, NM 87124

Salary : $55,000 - $80,000