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# IT Service Desk- Field Technician

- **Company:** Your Way IT Solutions
- **Location:** Upper Marlboro, MD, United States
- **Contract:** Permanent contract
- **Skills:** Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Hardware, Microsoft Office, Network Configuration and Change Management, Azure Active Directory, Cloud Services, Server Virtualization, Wireless Access Point, Firewalls (Computer Science)
- **Published:** November 8, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-service-desk-field-technician-upper-marlboro-md--450dd373-6696-4453-b0c5-46df0c744997

## About the Role

Customer Support/Service, On Site Support, Technical Support, On Site Support, Customer Support/Service, Willing to Travel, Sales Management, Customer Relations, Network Configuration Management, Wireless Communications

## Description

The Service Desk Department is the single point of contact for client IT issues, responsible for managing client expectations and delivering exceptional customer service. We are seeking a strong Tier 2-3 Service Desk/Field Technician to provide remote and on-site support for small and medium-scale enterprise business networks. This position requires travel to client sites within the Washington, DC metro area (50-75% in the field), after-hours and/or weekend work as needed to meet client needs.

 * Resolve 90-95% of tickets generated from clients, alarms, internally etc. within a set period of time
 * Manage and follow daily schedule of dispatched tickets and projects
 * Installation and Configuration of network devices (Switches, Firewalls, Wireless Access Points etc.)
 * Administration and troubleshooting physical and virtual servers (DNS, DHCP, AD, Azure AD, Group policy etc.)
 * Administration and troubleshooting of cloud solutions (Microsoft/Office 365, Google Workplace etc.)
 * Follow ITIL/ISO based processes
 * Meet Key Performance Indicators (KPIs) and Metrics
 * Manage client expectations
 * Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation
 * Identify and offer potential solutions for recurring issues
 * Maintain internal and client documentation
 * Escalate tickets to other service delivery areas as needed