> Markdown version of [/jobs/ext/93380-field-agent-onsite-it-technician](https://www.wearedevelopers.com/jobs/ext/93380-field-agent-onsite-it-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Field Agent/ Onsite IT Technician - **Company:** Paragus Strategic IT - **Location:** Worcester, MA, United States - **Salary:** $45,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Desktop Computing, Microsoft Office - **Published:** May 27, 2026 - **Apply:** https://www.juju.com/job/00000000g31alz ## About the Role + Strong experience supporting Microsoft 365 and MS Office applications. + Proven ability to set up new computers, configure hardware, and troubleshoot printers. + CompTIA A+ certification is a strong plus. + Valid driver's license, reliable transportation, and the ability to travel locally to client sites on a daily basis. + Strong ability to actively listen, interpret client needs, and translate technical solutions into clear, human language. + Highly dependable, organized, and capable of working independently in the field. + Proactive and self-driven with a strong sense of ownership Ideal Candidate You know that being physically present is a powerful tool. When you visit a client's office, you aren't just checking boxes; you are building rapport, seeing issues first-hand, and reinforcing trust in Paragus. You come prepared, check in with the right people, and consistently uncover small improvements while resolving immediate issues. You maximize your impact by going beyond basic support. Your visits generate insights that make it easy for CSMs to align long-term strategy with day-to-day client realities. Because of your dependability, high CSAT, and fast resolution times, you are the reason CSMs can shift from being reactive to highly strategic. When you are in the field, the whole system simply runs smoother. ## Description Routine Onsites & Hands-On Support + Execute a schedule of 1 to 2 routine onsites per day to provide consistent, professional support. + Conduct staff visits, survey sites for opportunities to improve workflows, and deliver direct, hands-on solutions. + Take ownership of issues that cannot be quickly resolved by Rapid Response Agents but do not require a Senior Case Agent. Case Management & Service Excellence + Follow ACTS Principles (Acknowledge, Capture, Take it Home, Strategize) to ensure an exceptional solution for every assigned case. + Apply CARES Principles (Connect, Analyze, Resource, Explain, Surpass) to prioritize an exceptional human experience alongside the technical fix. + Maintain elite performance metrics, including an 80-90%+ first-touch resolution rate and 98-99%+ SLA adherence. + Drive our primary success metric-Customer Satisfaction (CSAT)-aiming for a 95-98%+ score by delivering hands-on, human-centric support. Documentation & Insight Generation + Keep internal documentation current and capture any physical context or client nuance necessary for downstream decisions. + Surface high-quality recommendations, headlines, and onsite observations to feed CSM planning. ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [WebAssembly Revolution: Elevating JavaScript's Reach and Performance](https://www.wearedevelopers.com/videos/1149-webassembly-revolution-elevating-javascript-s-reach-and-performance) - [AX is the only Experience that Matters](https://www.wearedevelopers.com/videos/1404-ax-is-the-only-experience-that-matters) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers)