Field Service Technician II

This role is based in Ithaca, NY and surrounding areas, supporting multiple store locations with consistent daily travel throughout the assigned route.

About the role

The Field Service Technician provides onsite technical support, conducts efforts in a professional, businesslike manner, and delivers continuous quality in daily tasks. The candidate will be a self-starter with exceptional customer service skills, using communication as a tool to achieve excellent customer experiences. The role involves supporting client IT/data problems, providing prompt action, and resolving daily technical requirements. The candidate must be self-motivated, capable of completing projects ahead of schedule, and consistent with documentation, tracking, and monitoring issues.

Responsibilities

• Understand AC/DC and backup power concepts
• Manage triage, troubleshooting, and resolution of client IT equipment issues
• Occasionally work at heights of 20’ to 25’ (lift equipment training provided)
• Document efforts, issues, and resolutions; close cases/tickets daily
• Make in-field decisions to achieve positive results

Requirements

• Minimum 1+ year of IT technical support experience
• A+ CompTIA certification (required)
• Technical hardware experience (required)
• Net+ CompTIA certification (a plus)
• Field service experience (preferred)
• Exceptional customer service and relationship-building competence
• Excellent time management and reporting skills
• Familiarity with various operating systems (e.g., Windows OS, OSX, Linux/Unix)
• Experience with copper and fiber cabling and various terminating connectors
• Proficient communication with emotional intelligence to explain IT terminologies at the client’s level
• Insight into POS, PC, Printers, Thin Clients, APs, Servers, and Network switch equipment
• Able to lift 25 lbs

Pay

The rate for this position is between $15.75 - $23.50 per hour, unless local minimum wage is higher. Factors affecting starting pay include geography/market, skills, education, experience, and other qualifications.

Benefits

The Company offers a comprehensive benefits package, subject to eligibility requirements, including:

• Medical, dental, and vision insurance
• Life insurance and AD&D insurance
• Disability plans
• Employee Assistance Program (EAP)
• Paid holidays (up to 6 days annually)
• Paid time off (minimum of 10 days annually)
• Paid parental leave (minimum of 10 days annually)
• 401(k) retirement plan
• FSA/HSA pre-tax benefits

W2 employment only; no Corp-to-Corp.