IT Service Delivery Field Technician

Essential Functions

• Provide phone support via our contact center either scheduled, based on volume or as needed for end users across the organization, troubleshooting hardware, software, and connectivity issues.
  • Deliver exceptional customer service through phone, remote, and on-site support.
  • Manage service desk tickets, ensuring timely resolution and proper escalation when needed.
  • Support users onsite with IT systems, tools, and document support procedures and resolutions.
  • Manage IT service requests from field offices, end users and management.
  • Provide A to Z customer service handling all requests without prejudice.
• Retail Branch Infrastructure - Working with Sr. Techs, management and team helping configure, deploy, and support for firewalls, switches, and wireless access points at branch locations.
  • Cook with team helping with vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting.
  • Troubleshoot and support VoIP phone systems, including moves, adds, changes, and vendor escalations.
  • Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested.
  • Maintain accurate inventory of IT assets and ensure compliance with company standards.
• Implementation & Project Support - Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts.
  • Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions.
  • Conduct testing and validation of new systems and configurations.
  • Provide post-implementation support and training to ensure smooth adoption.

Qualifications

• Bachelor's Degree directly related to the position or equivalent, preferred.
• Bachelor's Degree in Information Technology or related field.
• Minimum three years experience in IT support, service delivery, or infrastructure implementation.
• CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus.
• Ability to organize and manage multiple priorities simultaneously.
• Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments.
• Experience supporting retail or multi-site environments is highly preferred.
• Excellent troubleshooting skills across hardware, software, and network layers.
• Strong customer service orientation with the ability to communicate clearly and professionally.
• Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors.
• Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.

Requirements

• The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.
• Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment.
• Able to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Travel 50-70%.
• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
• Must be able to adhere to process protocol.
• Must be able to apply established protocols in a timely manner.
• Work is primarily performed during the business week, Monday - Friday.

Benefits

• Competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
• Guild Mortgage Company is an Equal Opportunity Employer.