What are the responsibilities and job description for the IT Field Technician - Managed Services position at infinIT.us?
The kind of person we’re looking for
Do you enjoy solving problems and taking pride in helping people? When something breaks, is your first instinct to understand the situation before jumping to a solution?
Do you listen carefully, think logically, and work through problems you may not have seen before? When you don’t immediately know the answer, do you stay calm, ask the right questions, and figure out the next best step?
Do you care about doing the right thing? Are you comfortable representing a company in front of customers and handling yourself professionally?
Do you enjoy working independently while still being part of a team? Do you know when to take ownership of an issue and when it’s time to ask for help - after you’ve taken the initiative to troubleshoot?
Are you someone who wants to learn, improve, and become better at your craft over time (not just technically, but in how you communicate and support others)?
If these questions resonate with you, you’ll likely feel at home at InfinIT.
About the role
As a Field Technician at InfinIT, you’ll spend most days supporting customers onsite in the Cleveland area. When you’re not onsite, you’ll provide remote support from our Cleveland office and assist with service requests alongside our service and engineering teams.
Your workload will be managed by our Service Coordinator, but you’ll be trusted to manage customer interactions professionally, empathetically, and responsibly. You are the face of InfinIT when you’re in front of customers, and how you show up matters.
This is a hands-on, client-facing role where technical skill and human skill carry equal weight.
What success looks like
- Customers feel heard, respected, and supported
- You approach unfamiliar problems methodically and logically
- Issues don’t bounce back because they were rushed or poorly understood
- You take initiative before escalating, but escalate appropriately when needed
- You represent InfinIT with professionalism, calm confidence, and approachability
- You work well with teammates and contribute positively to the group
What you’ll be doing
- Troubleshoot and resolve desktop, application and basic infrastructure issues
- Hardware installations (computers and infrastructure)
- Communicate clearly with customers about problems, progress, and next steps
- Document work performed in our ticketing system accurately and thoroughly
- Collaborate with engineers, service desk staff, and leadership when issues require escalation
- Participate in a weekly on-call rotation
Technical requirements
You don’t need to know everything, but you do need a strong foundation and the ability to logically work through issues.
Required experience:
- 2 years of Windows desktop troubleshooting experience
- Basic Windows Server concepts, including Active Directory
- Basic networking knowledge (firewalls, switches, access points)
- Microsoft 365 (user support, Outlook, Teams, OneDrive, SharePoint basics)
- Basic VoIP troubleshooting
Nice to have:
- CompTIA A , Network , Security certifications
- Experience troubleshooting macOS systems
- Basic understanding of Azure environments
Equally important:
- Logical, structured problem-solving skills
- Willingness to learn and grow beyond current knowledge
- Clear written and verbal communication
- Strong listening skills and empathy for end users
Work environment & expectations
- Primarily onsite at customer locations, with office-based remote support when not onsite
- Regular local travel within Cleveland and the surrounding area
- Part of a collaborative service and engineering team
- Occasional after-hours work, but not the norm
Benefits
- Medical, Dental, and Vision insurance
- 401k plan
- Mileage reimbursement for travel to customer sites