Field Technology Specialist

Position Description

The Field Tech Champion is a field-embedded, bilingual role built for someone who sits at the intersection of people, process, and technology. This person is the boots-on-the-ground bridge between our field workforce and our payroll systems — providing hands-on technical support, training, and adoption guidance for our field-facing system(s) in both English and Spanish.

Roughly half of the time will be spent in the field delivering direct support and training; the other half is troubleshooting level one technical issues, gathering feedback, and partnering with the Product Owner to identify process improvements and system enhancements.

This role is required on-site in Midlothian, Virginia.

Your future duties and responsibilities

• Field-Based Technical Support
• Provide hands-on Tier 1 technical support to field teams, addressing common issues such as login, Microsoft 365 accounts, email, access, device configuration, and mobile device management for iOS and Android.
• Log, prioritize, and resolve Tier 1 and Tier 2 issues through the service desk ticketing system.
• Escalate complex problems to Tier 3 and work closely with the help desk team to ensure field employees have a clear, well-documented path to resolution.
• Field-Facing Systems: Adoption & Training
• Deliver hands-on training and adoption support for field-facing technology.
• Bring a user-first, field-first perspective to everything you do: your job is to make the use of technology in the field as streamlined and intuitive as possible.
• During rollout of the new Time Tracking and HRIS system, the focus is proactive training; post-rollout, the focus shifts to continuous adoption and system improvement.
• User Feedback & Continuous Improvement
• Serve as the primary ear on the ground for field user feedback.
• Gather informal insights about system usability, pain points, and opportunities for improvement through daily interactions with field teams.
• Collaborate with the Digital Enablement team to translate that feedback into actionable feature requests, process improvement recommendations, and backlog contributions.
• Training Material Input
• Provide feedback and insights to improve existing training documentation and materials.
• Contribute to and/or develop training content.
• Field Travel
• In close coordination with Field Operations Leadership, travel to field locations approximately 50% of the time to deliver in-person support and training.
• Must be comfortable working across a variety of job site environments.

What Success Looks Like

• Field users including Spanish speaking employees who feel supported, heard, and capable of using technology (including the Time tracking and self-serve HR systems) in the field correctly and efficiently.
• Every targeted field user receives role-appropriate training before or at go-live, and adoption barriers identified in the field are documented and escalated.
• A consistent feedback loop is operating between the Field and the Digital Enablement function with documented user insights contributing to rollout success initially, and backlog refinement and process improvements eventually.
• Level one support issues are being resolved in the field, with appropriate escalations to the help desk that are timely and well-documented.
• Training materials have been reviewed and informed by field-level feedback, with improvements documented and delivered.

Required Qualifications

• To Be Successful In This Role:
• Fluent in both English and Spanish, with strong communication skills in both languages written and verbal.
• Understanding field operations, construction, or similar hands-on, multi-site environments.
• Ability to troubleshoot and resolve common level one technical support issues independently, including device configuration, login, Microsoft 365 account and access, mobile device (iOS and Android), and application navigation issues.
• Familiarity with Microsoft 365 administration and troubleshooting, mobile device management (MDM) for iOS and Android, and service desk ticketing and escalation workflows.
• Strong appreciation of how ERPs, Time Keeping, or similar enterprise systems are used to improve field operations, with a user-first mindset focused on simplification and practical usability.
• Ability to gather, synthesize, and communicate user feedback clearly and constructively to technical and non-technical stakeholders.
• 2-4 years of relevant field or technical support experience.
• Comfortable with significant travel (approximately 50%) across field locations.

Preferred Qualifications

• Experience with system adoption, implementation, or end-user training in a field-based environment.
• Familiarity with help desk or IT support processes and escalation workflows.
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or equivalent.
• Experience developing or contributing to training documentation or user guides.