Service Desk/Field Technician

SERVICE DESK/FIELD TECHNICIAN

Complete Technology Services (CTS) is looking for a Service Desk & Field Technician to join our growing team!

CTS is a managed service provider supporting businesses throughout the Midwest. This role owns escalated support issues, delivers exceptional customer service, and provides remote and onsite technical support. Responsibilities include troubleshooting desktop, network, server, wireless, and infrastructure issues, supporting client projects, and traveling to client locations.

Position Overview

- Ticket Management: Own escalated tickets, troubleshoot issues, communicate with clients, document resolutions in the PSA system, and meet client SLAs.

- Technical Support: Provide remote and onsite support for Windows and macOS computers, printers, phones, mobile devices, software, accounts, and other end-user technology.

- Microsoft 365: Manage users, assign licenses, support Exchange Online, and troubleshoot issues.

- Networking & Infrastructure: Troubleshoot switches, routers, firewalls, wireless networks, VPNs, DNS, DHCP, internet connectivity, and Windows Server environments. Assist with infrastructure installation and maintenance.

- Deployments & Projects: Support workstation deployments, hardware refreshes, office moves, network upgrades, wireless implementations, and infrastructure installations.

- Customer Service: Deliver professional, responsive support and maintain strong client relationships.

- Availability & Travel: Participate in a rotating on-call schedule, work occasional evenings and weekends, and travel regularly to client locations. Reliable transportation and a valid driver's license are required.

- Perform other duties as assigned.

Qualifications

- 3+ years of IT support experience, preferably in an MSP environment.

- Advanced Windows 10/11 desktop and laptop troubleshooting skills, including hardware and peripherals.

- Strong networking troubleshooting skills, including switches, routers, firewalls, wireless, VPNs, DNS, DHCP, and internet connectivity.

- Experience administering Microsoft 365 and supporting Windows and macOS devices in business environments.

- Experience with network infrastructure, workstation deployment, imaging, hardware replacement, and office technology installations.

- Basic Windows Server knowledge, including Active Directory, Group Policy, DNS, DHCP, and file sharing.

- ConnectWise Manage and/or ConnectWise Automate experience strongly preferred.

- Strong customer service, communication, documentation, organizational, and time-management skills, with the ability to explain technical concepts to nontechnical users.

- Ability to prioritize multiple tickets and projects, work independently with minimal supervision, and collaborate effectively with a team.

- Reliable transportation and a valid driver's license required.

- Microsoft, A+, Network+, Security+, CCNA, or similar certifications preferred.

Physical Demands & Work Requirements

- Lift and carry up to 50 pounds and install, move, and rack computer and networking equipment.

- Use tools for hardware repair, replacement, and installation.

- Work under desks, in server closets and confined spaces, and on ladders for cable installation and equipment mounting.

- Frequently stand, walk, bend, kneel, and sit as required.

- Travel regularly to client locations throughout the service area.

- Work occasional evenings and weekends based on project schedules and client needs.