IT Support/Field Technician

About the role

• The IT Support & Field Technician is a mid-level role for professionals with hands-on technical experience and strong customer-facing skills. This position requires a solid foundation in IT systems, networking, and support to be effective. Success in this role depends on the ability to work both independently and collaboratively, follow documented procedures accurately, and apply sound judgment to resolve issues across systems, networks, and applications.

What you'll do

Core Technical Support

• Provide technical support for desktops, laptops, mobile devices, operating systems, and business applications
• Troubleshoot hardware, software, network connectivity, and performance issues
• Support Microsoft 365 environments, including Exchange, Teams, SharePoint, and OneDrive

Systems & Account Administration

• Perform user account management in Active Directory and Azure AD, including permissions, group policies, and password-related issues
• Support onboarding and offboarding processes, including device setup and access provisioning

Onsite & Remote Support Expectations

• Deliver support both remotely (from the office) and onsite; this is an in-office role and not eligible for work-from-home
• Travel to client locations to provide hands-on technical support (all sites are within 25 miles of the office)

Operational Standards & Documentation

• Follow documented procedures accurately to ensure consistent and reliable support delivery
• Document troubleshooting steps, resolutions, and known issues in the ticketing system and internal knowledge base
• Communicate clearly with end users, setting expectations and providing timely updates

On-Call Support

• Participate in an on-call rotation that includes after-hours support Monday through Friday, as well as weekend coverage, to ensure timely response to client needs

Qualifications

• 2–5 years of IT support or help desk experience
• Working knowledge of Windows and basic macOS support
• Experience with Microsoft 365 and common business tools
• Familiarity with networking basics (DNS, DHCP, TCP/IP, VPN, Wi-Fi)
• Some experience with Active Directory / Azure AD preferred
• Familiarity with ticketing systems, endpoint tools, and remote support tools
• Ability to troubleshoot using documented procedures and practical judgment
• Ability to engage with end users and deliver excellent customer service through clear and effective communication

What Success Looks Like in This Role

• Issues are resolved efficiently with minimal escalation
• Strictly follow and uphold all client Service Level Agreements (SLAs) to ensure response and resolution commitments are met
• End users feel supported, informed, and confident in the help they receive

• Documentation is clear, accurate, and consistently maintained

Why Work at IT TechPros

IT TechPros is a place where you can build a long-term career while continuously developing your technical skills. In this role, you’ll gain hands-on experience in real-world IT environments, work alongside senior engineers and cybersecurity professionals, and contribute to meaningful projects that expand your capabilities. High performance is recognized with advancement opportunities, increased autonomy, and clear pathways toward senior support or cybersecurity-focused roles.

We also prioritize creating a workplace where our team is supported, valued, and equipped to do their best work:

• Health and dental coverage to support your well-being
• Generous vacation time that increases with tenure, giving you time to rest and recharge
• Ongoing training and certification support to continue building your technical skills
• Real-world experience with a well-established MSP and opportunities for career advancement
• Team lunches and seasonal events at some of San Diego’s best spots

Reporting Structure

• Reports to the CEO/CTO and works alongside greater team.