Technician, Field Services
Location: Alton, IL (Client Sites & Office)
Level: Intermediate
Type: Full-Time

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Position Overview

The Technician, Field Services is responsible for delivering on-site and remote technical support to clients across the St. Louis area. This role involves handling escalated technical issues, performing hardware installations, and ensuring the smooth operation of IT infrastructure. The ideal candidate is a proactive problem solver with strong technical skills, excellent communication abilities, and a commitment to customer service.

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Key Responsibilities

• Provide on-site technical support at client offices; work from office or remotely when not traveling.
• Install and configure workstations, laptops, printers, routers, and other peripherals.
• Respond to service calls, create and manage support tickets, and document issues thoroughly.
• Troubleshoot hardware/software issues and escalate complex problems to advanced technical teams.
• Collaborate with internal service coordinators and vendors to resolve incidents efficiently.
• Maintain detailed logs and perform Tier 1 incident analysis.
• Ensure client satisfaction through clear communication and timely resolution of issues.

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Required Skills & Qualifications

• Strong troubleshooting and diagnostic skills across hardware and software platforms.
• Excellent verbal and written communication; confident in client-facing interactions.
• Ability to stay organized, multitask, and work independently in a dynamic environment.
• Familiarity with Microsoft 365, Active Directory, and Windows desktop/server environments.
• Comfortable lifting up to 50 lbs and working on ladders when needed.

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Experience & Technical Requirements

• Bachelor’s degree or equivalent experience in a related field.
• 2+ years in a helpdesk or technical support role.
• 1+ years as a Network Administrator or similar role.
• Experience with Windows Server (2012+), Office 365, Exchange Online, and VPN/firewall solutions (Cisco, Meraki, SonicWall, Fortinet).
• Familiarity with ticketing systems and remote management tools.
• Experience with technologies such as VMware, Ubiquiti, Ruckus, Aruba, Dell, and Adobe.
• Proficiency in Active Directory and Office 365 administration.
• PC/workstation setup and migration experience.

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Certifications & Other Requirements

• Certifications such as CompTIA A+, Microsoft Windows, macOS, or Cisco are a plus.
• Proficient in Microsoft Office Suite.
• Valid driver’s license and reliable transportation required.
• Mileage reimbursement provided for travel to client sites.

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