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

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