Field Support Engineer

Job Description

• This is your chance to join a team of top-notch Microsoft Support Technicians who work closely together to support a variety of clients and environments. **
  
  

Location: Downtown Minneapolis onsite role with regular travel to client sites typically within a 30 mile radius. Occassionally, up to 75 miles. When you re not at a client location, you ll be in the Minneapolis Emergent Software office.

Schedule: Choice of 8am-5pm, 9am 6pm, or 10am 7pm Central Time

Emergent Software is seeking a Field Support Technician to join our growing Cloud Support team. Qualified candidates will have experience installing, maintaining, and troubleshooting computer hardware and software issues for end-users. Diagnosing, repairing technical issues, providing technical support, managing equipment, and maintaining systems security and resiliency. In addition to the technical requirements, candidates must have the soft skills to work with all different levels of end users to create a great support experience.

Highlights & Benefits Of Working At Emergent Software

• Work closely with other talented team members. Our vetting process means you can count on your team members to know what they are talking about.
• Enjoy a variety of work! Support a wide range of client environments and users, handling new technical challenges every day and making sure everyone gets top-notch help.
• 100 hours per year tofocus on your professional development. We invest in your growth!
• Grow your career without leaving the tech track. At Emergent Software, you can advance and be recognized as a technical expert without transitioning into people management. We value deep technical expertise as much as leadership and have established clear career paths for those who want to stay hands-on.
• Profit sharing bonusmeans as we re successful, you re successful
• Excellent benefits packageincluding medical insurance, dental, vision, 401(k) matching, FSA, disability, life insurance, and paid parental leave
  
  

Primary Duties

• Provide hands-on technical support for computer hardware, software, printers, AV systems, and peripheral devices across diverse client environments and within the Minneapolis office.
• Diagnose, troubleshoot, and resolve end-user issues related to Windows 11 devices, network connectivity, multi-monitor setups, and docking stations, ensuring minimal downtime and excellent user experience.
• Install, configure, and maintain standard ("gold image") workstation environments, ensuring consistency, security, and ease of deployment for both clients and internal teams.
• Provision and manage company devices for new hires and existing staff, ensuring secure setup, ongoing patching, and proper lifecycle management.
• Document all work clearly and promptly in Zendesk (and other ITSM tools), keeping clients, teammates, and management informed of progress and resolution status.
• Develop and maintain technical documentation and contribute to internal knowledge bases to support continuous improvement and onboarding of new team members.
• Collaborate directly with clients of varying technical backgrounds, delivering exceptional customer service, clear communication, and proactive follow-up to ensure satisfaction.
• Participate in a scheduled on-call rotation (approximately every 6 weeks) to provide after-hours support, with additional compensation for extra hours worked.
• Travel to client sites within a 75-mile radius as needed to perform installations, upgrades, and troubleshooting; occasional longer trips may be required.
• Set up and move equipment (up to 50 lbs) as part of workstation or network installations, including cable management and under-desk configurations.
• Proactively maintain internal office IT infrastructure, including conference room systems, VoIP phones, displays, PCs, and networking hardware.
• Track time daily in Toggl and manage workload effectively to balance responsiveness with thoroughness.
• Identify opportunities for improvement in client environments, whether through automation, standardization, or preventative maintenance, and collaborate with the Cloud Support team to implement solutions.
• Stay current on emerging Microsoft technologies (including Intune, Defender, and AutoPilot) and continuously grow your technical expertise through training and certification.
• Contribute to a collaborative, positive team culture that values communication, accountability, and continuous learning.
• Adapt and assist as needed. No two days are the same, and your flexibility and curiosity will make a real impact for clients and teammates alike.
  
  

Qualifications

• 2 years experience supporting Windows-based endpoint devices (help desk or desktop support preferred)
• Experience with Windows 11 installation, configuration, and upgrades
• Multi-monitor, docking station, and AV setup experience
• Printer setup and troubleshooting
• Experience with ticketing platforms (Zendesk, ServiceNow, Jira, etc.)
• Strong problem-solving, communication, and interpersonal skills patience is a must!
• Tech-savvy and able to quickly learn new software and procedures
• Able to lift 50 lbs and set up workstations (sometimes crawling under desks)
• Diligent about tracking time and updating tickets
  
  

Nice to Have

• Degree in computer science or similar experience
• Familiarity with Office 365 portal, Intune, Auto Pilot, and Microsoft Defender for Endpoint
• Experience supporting non-Windows devices (Mac, iOS, Chromebooks)
• Scripting and PowerShell skills
• Mobile device management experience
• Experience with RMM tools (NinjaOne)
• Basic networking knowledge
• Virtual desktop infrastructure (AVD, Citrix, Horizon)
• Microsoft certifications (MD-102, SC-300, AZ-140, MS-700)
  
  

Our Vetting Process

At Emergent Software, we work hard to find the best people capable of delivering high quality services to our clients. If you think you re one of those, please understand that the effort put into this by people like yourself helps us be successful in surrounding you with other top-notch people. Here are the steps of our vetting process for this position:

• Application (5 minutes)
• Online Assessment (40-50 minutes)
• Initial Phone Interview (30 minutes)
• Hiring Manager Interview (30 minutes)
• Final Interview in Office (90 minutes)
• Job Offer
  
  

Benefits Package Details

• Medical Insurance: up to 80% of your monthly medical premium (HSA options available)
• HSA Contribution: up to $144/month
• Dental & Vision Insurance: up to 50% of your monthly dental and vision premium costs
• 401(k) plan: company match up to 4% of salary
• Profit sharing bonus: up to 15% of salary paid quarterly
• Extra compensation: get paid extra for work over 40 hours/week
• Employee referral & customer referral bonuses
• Flex Spending Account (FSA) for Dependent Care & Healthcare Costs
• Dependent Care FSA Contribution: $90/month
• Short Term Disability: $500/week for 12 weeks
• Long Term Disability: up to $6,000/month
• Group term life and AD&D insurance: $50k
• PTO, standard holidays, 2 floating holidays
• Paid parental leave: 2 weeks
• Staff development program: 100 hours/year plus training costs
  
  

About Emergent Software

Emergent Software is a fast-growing software development, cloud consulting, and data engineering company serving clients across the country. We are regularly adding to our team of talented software engineers, cloud architects, data engineers, UX designers, technical product owners and more who can help us deliver high quality services for our clients.

We Are a Remote-first Company

Since our inception, we've embraced a remote-friendly culture, promoting work flexibility beyond the norm. When the pandemic struck in 2020, our transition to fully remote work was seamless just a matter of cleaning out the fridge. Recognizing an opportunity, we adopted a remote-first approach and began hiring talent from anywhere. We continue to offer our signature Minnesota-nice, Midwest-friendly attitude, ensuring everyone feels valued, whether or not they're familiar with the skyway system.

Your career grows with us

Working with talented people on interesting projects creates an engaging environment for software development enthusiasts. By working directly with our experienced team, participating in our staff development program, and solving complex problems across a variety of projects, you ll find numerous opportunities for long-term career growth.

At Emergent Software, your ideas will be heard, you will grow exponentially as a master of your craft, and you will enjoy working other dedicated team members to deliver software solutions for our clients.