IT Field Support Specialist

Job Summary
We are seeking an IT Managed Services Provider (MSP) Technician with a focus on physical infrastructure installation. This role combines basic help desk support with hands-on physical installation tasks. Your excellent communication skills, problem-solving abilities, and customer service mindset will be essential in this role, which includes responsibility for the initial setup of newly acquired sites through physical network installations and infrastructure deployment. This position requires a high degree of mobility for frequent travel, while also providing Tier 1 technical support for hardware, software, and network connectivity across the broader organization.

Responsibilities

1. Tier 1 Helpdesk Support:

• Respond to incoming support requests via phone, email, or chat.

• Troubleshoot and resolve technical issues promptly.

• Escalate complex Tier 1 tickets to Tier 2 when necessary.

• Maintain a professional and courteous demeanor while assisting clients.

2. Field Work

• Independently perform new office installations, including structured cabling and "rack and stack" of networking hardware (routers, switches, firewalls, WAPs).

• Travel via provided vehicle or commercial flights, including multi-day overnight stays for new site setups.

• Ability to lift up to 50 lbs, climb ladders, and work in confined spaces like server closets or drop-ceilings.

• Willingness to work flexible hours, including occasional nights, to meet site opening deadlines.

3. Basic Technical Assistance:

• Assist clients with common IT tasks, such as password resets, software installations, and network connectivity.

• Troubleshoot hardware and software problems related to desktops, laptops, printers, and mobile devices.

• Educate clients on best practices for using technology effectively.

4. Ticket Management:

• Create and manage support tickets in our help desk system.

• Prioritize and categorize tickets based on urgency and impact.

• Ensure timely resolution and follow-up with clients.

5. Collaboration:

• Work closely with service desk manager to communicate progress to customers.

• Collaborate on projects and contribute to continuous improvement efforts.

Qualifications

• Education: High school diploma or equivalent; IT-related coursework or certifications preferred.
• Technical Skills:
• Basic knowledge of Windows OS and networking fundamentals.
• Familiarity with common IT hardware (PCs, printers, routers).
• Physical Skills: Ability to lift and install hardware, run and terminate cables, wall mount racks
• Certifications (Preferred): CompTIA A or Network .
• Soft Skills: Strong work ethic, willingness to learn, and good communication skills.
• Other: Valid driver’s license and ability to travel to client sites nationwide.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person

Salary : $20 - $25