IT Field Technician (Onsite Role DC)

Field Technician (Service Team), reporting to the Dynamic Network Solutions Team Lead, is responsible for maintaining user uptime and improving computing experiences through proactive support, maintenance, and problem identification and resolution., This Field Technician serves as the dedicated onsite technician at a single corporate customer site in the Washington, DC area, providing white-glove desktop and end-user support with a strong emphasis on VIP and executive users. The role requires a professional and outgoing personality and unbeatable customer service. This is a full-time onsite position, 40 hours per week at the same site, on a fixed daily schedule (8:30am-5:00pm)., * Serve as the primary onsite technician at a single customer site in NW Washington DC, 40 hours per week (8:30am-5:00pm), same site daily.

• Deliver responsive, professional support to VIP and executive users, prioritizing minimal disruption and a high-touch service experience.
• Administer and deploy workstations using Microsoft Intune, including imaging, enrollment, policy application, and lifecycle management.
• Troubleshoot end-user technology including Windows PCs, laptops, and Dell enterprise hardware, as well as MacBooks where present.
• Perform Dell enterprise hardware diagnostics and firmware management.
• Administer and support Microsoft 365 environments, with particular depth in SharePoint and OneDrive (permissions, sharing, sync issues, and content management).
• Support Active Directory and Group Policy: account administration, OU/GPO troubleshooting, and policy validation.
• Provide audio-visual and conference room support, including Zoom, Microsoft Teams, and executive/boardroom AV technology.
• Perform initial network troubleshooting and information gathering across TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and VPN before escalating (examples: identifying rogue devices, investigating VPN issues, troubleshooting printer/network connectivity, validating VLAN or SSID-related issues).
• Troubleshoot user problems in person, working directly with end users and providing basic training as needed.
• Drive resolution on service tickets and escalations while continuing to own each ticket through to completion.
• Interface with appropriate technical personnel and account managers for issues that cannot be resolved effectively onsite.
• Manage, maintain, troubleshoot, and support users’ equipment, software, and services, working with the broader team as needed.
• Perform scheduled activities such as moves/adds/changes, maintenance, documentation, and reporting, and enter all time into the ticketing system.
• Maintain reliable transportation and, when required, travel to other sites within the client organization’s network.

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships, especially with executive stakeholders.
• Escalate service desk issues to the Engineering team and communicate clear next steps.
• Communicate escalated issues to account managers and customers, keeping them informed of progress, impending changes, or agreed outages.
• Contribute to the design and building of new services.
• Mentor and assist those with less experience.
• Attend regular service team meetings and provide feedback.
• Understand internal processes by completing assigned training materials.
• Enter all work as activities, service tickets, or project tickets.
• Collaborate on process documentation for the service desk team.

• Intune administration and workstation deployment experience.
• Active Directory and Group Policy administration.
• Microsoft 365 administration experience, especially SharePoint and OneDrive.
• AV support experience (Zoom, Teams, and conference room technology).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPN) with the ability to perform initial troubleshooting and information gathering before escalating.
• Dell enterprise hardware diagnostics and firmware management.
• Experience supporting Windows PCs; experience with Apple MacBooks and Chromebooks a plus.
• Self-motivated with the ability to work independently in a fast-moving environment.
• Strong customer service skills, especially supporting VIPs and executive users.
• CompTIA Network+ (Net+) certification preferred; other professional IT certifications are a plus, such as MS-900/MD-102, ACMT, or CCNA.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and communication skills.
• Skill in planning and preparing written communications.
• Interpersonal skills including active listening and customer care.
• Ability to multi-task and adapt to change quickly.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate entry of service request details.

Education and Experience:

• At least 1-2 years of end-user technical support experience in a similar client base.
• Proven experience in customer service, ideally supporting executive or VIP users.
• CompTIA Network+ (Net+) preferred; A+ / Google IT Support Certification also valued.
• Experience with Microsoft 365 and Google Workspace; management of those environments is a plus.
• Experience with Windows Server Active Directory, network topologies, and hardware.
• Experience with Microsoft Intune for deployment and endpoint management.
• Experience with ConnectWise Manage, ConnectWise Automate is a plus.

Key Competencies:

• Excellent written and verbal communication skills.
• Strong organizational skills.
• Problem analysis and problem-solving.
• Ability to adapt quickly.
• High stress tolerance at times.
• Discretion and professionalism when supporting executive users.
• Passion for teamwork, continuing education, and exceptional customer service.

Pulled from the full job description

• Parental leave
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance