Help Desk + Field Service Technician II

This position combines responsibilities of a Level 2 Help Desk Technician and a Level 2 Field Technician. The role supports end users both remotely and on-site, ensuring timely resolution of technical issues and maintaining high service standards. It requires intermediate technical expertise, strong communication skills, and the ability to work independently in field environments., Quickly respond to, accurately/completely resolve, and document technical support requests via phone, chat, eMail, Remote Control, and/or on-site visits in a timely manner. Anticipate resulting issues and questions.

-Install, configure, maintain and troubleshoot computer/network/peripheral/CCTV/AV equipment & software.

-Install, test, maintain, document, troubleshoot, and repair small cabling efforts.

-Perform scheduled preventative maintenance and system upgrades.

-Assist and Collaborate with internal teams to

• Ensure service-level standards are met or exceeded.
• Support priority/emergency responses that may require physical presence on short notice.
• Monitor system alerts and notifications and respond accordingly through service tickets.
• Provide on-call support from time to time as part of the Help Desk Team on-call rotation.
• Support and manage 3rd party cabling vendors for larger jobs.

-Coordinate and communicate accurately, completely, and professionally in a timely manner

• with clients, keeping them informed of issue progress, impending changes, and agreed outages.
• with Dispatchers to ensure status changes & escalation requests are actioned quickly & efficiently., * Network: Switch, Router, Firewall, Access Point
• Environmental: Cabinets/Racks, KVM, UPS, PDU, Sensors, Fans, Cable Management

-Small Volume Facility cabling (Intermediate)

• PLUS: Installation, Termination, Basic Testing, and Repair of Fiber
• Installation, Termination, Basic Testing, and Repair of CAT3+ Copper Cabling
• Cable Certification testing (understand and interpret test results)
• Cable documentation (ANSI/TIAS-606-B | ISO/IEC TR14763-2-1)
• Managing 3rd Party Cabling Company

-PLUS: CCTV & Physical Security.

• Cameras (Fixed, PTZ)
• Video Recorders

-PLUS: Audio/Visual Systems.

• Conference Rooms; Theaters
• Video Displays, Walls, and Kiosks

-Networking (Intermediate)

• WiFi (WiFi 5/6/7/etc). Switching/VLAN (Layer 2), Routing/IP (Layer 3)
• Network port types and purposes/usage
• Network Services/Protocols: DNS, DHCP, HTTP/HTTPS, FTP/SFTP, SMTP/IMAP/Pop3, NTP, SNMP, LDAP, RDP/SSH, VPN, SSL/Certificates., Dynamic and diverse work environment, including office-based, remote, and client-site as required each day.
• Work performed in an office setting is typical noise and lighting levels. Position could require sitting for extended periods and using a computer and phone.
• Work performed at commercial/industrial sites will have variable noise and lighting levels. This could require standing and walking for extended periods and using a computer and mobile phone.

Position requires some moderate physical fitness including the ability to:

• Lift 45lb, Pull 45lb, Push 45lb, Carry 45lb. Climb staircases and ladders.
• Operate scissor and man lifts. Use of basic hand and power tools.
• Terminate and pull cables through facilities. Install floor and wall-mounted cabinets/racks. Install access points, switches, cameras, TV's & wall mounted monitors, etc.

Do you have a valid Driver's License license?, Do you have experience in VPN management?, Do you have a Associate's degree?, Ability to work independently and communicate effectively with clients, vendors, end-users, and teammates., To perform this job successfully, an individual must be able to perform each Primary Duty satisfactorily. The Qualifications & Competencies (Q&C) provided below illustrate the expected Q&C that will be needed to successfully perform these duties. All applicable Q&C will be evaluated collectively to determine overall suitability. Items labeled "Plus" are not required but will be considered a plus for this position.

Demonstrated proficiency and experience with planning, installing, configuring, maintaining, administration, and troubleshooting of:

-Microsoft environments (Intermediate)

• Windows (Servers, Desktops/Laptops/Tablets/Phones)
• Microsoft 365, Active Directory, Azure, Entra ID.

-Google environments (Intermediate)

• Chrome (Desktops/Laptops/Tablets/Phones); Android (Phones)
• Workspace

-Apple environments (Intermediate)

• MacOS (Desktops/Laptops)
• iOS (Tablets/Phones)

-PLUS: Linux environments (Beginner to Intermediate), * CRM, RMM, and Ticketing Systems, and leveraging them to efficiently manage and resolve technical support requests completely, accurately, and in a timely manner - fully documented and professionally communicated with every client every time. (Intermediate)

• PLUS: Scripting
• Microsoft (Powershell); Linux (Bash, Zsh, KornShell)
• Python; JavaScript (Web & Node.js)
• Effectively use computer support tools, properly research, apply appropriate techniques and methodologies to solve issues quickly, efficiently, accurately, and completely. (Intermediate)
• Hand and Power tools and lifts. (Intermediate)

-Demonstrated skills and abilities in:

• Clear communication (direct, phone, eMail, chat, video), active listening, empathy, problem-solving, collaboration, conflict resolution, customer service orientation, teamwork, time management, and confidence with humility. (Strong)
• Multi-tasking and adapting to changes quickly without impacting client satisfaction. (Intermediate)
• Service awareness of organization's key services for which support is being provided. (Intermediate)
• Keyboarding to ensure quick and accurate entry of service request details required. (Intermediate)

-Demonstrated personal attributes and capabilities:

• Character: Trustworthy. Reliable. Dependable. Prompt. Honest. Transparent. Steadfast. Principled.
• Commitment to integrity and innovation in customer interactions.
• Self-motivated with the ability to work in a fast-moving environment.
• Flexible availability including the ability to be physically present as needed.
• Self-transportation to and from Tech3 offices and local area Client sites.
• Valid driver license and clean driving record for use of company vehicles.
• Communicate effectively in English, including reading, writing, and speaking fluently.
• PLUS: Additional language fluency.

SUCCESSFUL CANDIDATES MUST PASS A BACKGROUND CHECK AND MEET ALL THE REQUIREMENTS TO OBTAIN THE TEXAS DPS SECURITY SYSTEM INSTALLER LICENSE, To perform this job successfully, an individual must demonstrate a combination of relevant education, training, certifications, and professional experience. The examples provided below illustrate the expected qualifications. All applicable credentials and experience will be evaluated collectively to determine overall suitability.

-Education: Associate degree in Information Technology, Computer Science, or a closely related field.

-Certifications: Industry-recognized certifications such as CompTIA Network+, Microsoft, CTS, BICSI, ESA, and vendor-specific credentials (e.g., Aruba, Axis, Cisco, Dell, HPE, Lenovo, Watchguard, etc).

-Training: Intermediate-level troubleshooting of hardware, software, and network-related issues.

-Experience:

• 2-4 years in IT support, IT Help Desk, IT Systems Administration, or a related technical role.
• 1-3 years of hands-on in structured cabling, alarm system installation, or similar technical fieldwork.

Pulled from the full job description

• On-the-job training
• Professional development assistance
• Health insurance
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, * Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits. (Company contribution to base health plan cost).
• Performance-based bonus structure aligned with individual and team goals.
• Employee purchase program for eligible products, including some provided at no cost to employees.
• Company sponsored certifications and training in approved courses. On the job training & support.

Location/Remote Eligibility:

This is a hybrid position and as such has requirements for in-office and client-site work. Remote/at-home work may be possible based on assigned work duties. This position involves regular travel to local client sites and requires reliable transportation. A home office setup is required for administrative, coordination, and help desk tasks. Limited work outside of standard business hours may be required if scheduled ahead of time or an emergency.

FLSA Status:

This position is classified as Exempt under the Fair Labor Standards Act (FLSA). As a salaried position, it is not eligible for overtime compensation.

Job Type: Full-time

Pay: $48,000.00 - $67,000.00 per year, * Dental insurance

• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

This role directly supports Tech3's mission: To enable our clients to deliver the right information to the right people at the right time" by ensuring timely, accurate and complete solutions are delivered to our clients every time. The successful applicant will also be aligned with Tech3's vision: To be the premiere managed solutions company that is the gold standard in client enablement, client satisfaction, and novel solutions" by consistently and passionately embracing every opportunity to enable and delight our clients. Everyone at Tech3 is expected to uphold Tech3's core values, including: * Excellence: empowering our clients and exceeding all expectations, * Integrity: acting with honesty and professionalism in all actions, * Innovation: identifying new ways to improve outcomes through creativity and adaptability, and * Dependability: delivering timely and thoughtful support consistently to clients and peers.