IT Field Technician

If you're the kind of person who enjoys figuring out why something broke (and fixing it before anyone else notices), this role is for you. As a Field Technician at PrototypeIT, you'll be the go-to problem solver across a wide variety of client environments-jumping between troubleshooting networks, deploying new systems, and helping users get back up and running fast. No two days look the same: one minute you might be imaging machines or assisting with a new client onboarding, the next you're onsite tackling a hands-on issue that couldn't be solved remotely. This role is perfect for someone who likes staying on the move, enjoys working directly with people, and takes pride in delivering solutions-not just fixes. You'll play a key part in keeping our clients running smoothly while continuously building your technical skillset along the way.

QUALIFICATION STANDARDS

Physical Requirements:

• Moderate lifting or exerting force of up to 40 pounds occasionally, and up to 20 pounds frequently
• Required to travel to customer locations as scheduled. Overnight travel may be required
• Ability to maintain a high level of visual attention and mental concentration for significant periods of time as required by preparing and analyzing data, test results, computer hardware and software, etc.
• Ability to manipulate necessary office equipment, computer software, hardware and equipment
• Frequent communications, occasionally for extended periods, by telephone
• Activities before and after regular business hours may be required

Education & Experience:

• Bachelor's Degree in Computer Science or Management Information Systems, or related field or related work experience
• Experience with Microsoft Products including Windows Desktop, Server and the Office Product Suites
• Experience with virtualization platforms including VMware, Hyper V, RDS
• Experience with desktop and app virtualization platforms including Citrix and Azure Virtual Desktop
• Network+, Security+, CCNA, MCP, MCSA 2012/2016 preferred
• Experience with network troubleshooting/configuration including basic configuration of managed switches and firewalls
• Experience troubleshooting/configuring VOIP phone systems
• Experience troubleshooting Mac end points
• Experience with RMM and PSA tools. MSP experience a plus
• English fluency required
• Excellent oral, written, and interpersonal communication skills
• Requires self-direction, tact, diplomacy and a clear courteous and professional manner when dealing with the public
• Efficient research, organizational and time management skills
• Ability to prioritize tasks
• Ability to work in a team environment with a variety of professionals while also working independently, with minimal supervision
• Detail-oriented; productive without compromising quality

Knowledge, Skills, & Abilities:

• Provides superior customer service practices
• Communicates professionally whether in person, email, telephone, or ticketing tool, internally and externally
• Demonstrates effective listening and provides appropriate feedback
• Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results
• Shows initiative in job performance to improve current processes and suggest new ways of doing things
• Works under minimal supervision. Some independent judgment is necessary

DUTIES & FUNCTIONS

Essential:

• Maintain regular contact within the department and periodic contacts with other departments, supplying or seeking information on specialized matters
• Perform basic network administration (adding users, assigning rights, etc.).
• Directly contact end users to resolve issues.
• Troubleshoot network issues.
• Install/update software and service packs.
• Perform client onboardings
• Document and perform software and hardware installation.
• Deploy new products/software/documents.
• Perform cable/hardware configuration and server assembly.
• Approach all encounter with customers and fellow employees in a friendly, service-oriented manner
• Maintain compliance with prototype:IT's standards including regular attendance, grooming, and security guidelines

Marginal:

• Perform other duties as requested by management.
• Attend meetings/training as required by management.
• Participate in continuing education