Managed IT Services Field Technician

About the Company

Pacific Office Automation is the largest independently-owned document imaging and technology dealer in the nation. Since 1976, we have grown to over thirty branches located in ten western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, & TX. With over 40 years of success in office equipment and technology sales and service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

Our Managed IT Services (MITS) division is expanding rapidly, and we need talented field technicians to support our customers across the Phoenix metropolitan area.

Why Join Our Team?

• Long-term employment focus: we invest in training and certifications to keep you current with fast-changing technology
• Career progression: opportunity to grow from entry-level support to senior technical leadership roles
• Inclusive culture: all voices are heard, regardless of experience level or tenure
• Field-based work: serve diverse customers with varying IT infrastructure across the Phoenix region

About the Role

We are seeking a Managed IT Services Field Technician to join our growing field services team in Phoenix, AZ. This is a field-based position that combines technical problem-solving with direct customer engagement. You will be the face of Pacific Office Automation for our customers, providing onsite IT support across our service territory. We welcome candidates at all experience levels—whether you're starting your IT career or bringing 3+ years of field technician expertise.

Responsibilities

• Respond to onsite service requests for desktops, laptops, printers, and network infrastructure
• Troubleshoot and diagnose IT issues across Windows, macOS, and multi-site networking environments
• Support customers via phone, email, and ticketing systems to gather information and provide status updates
• Work closely with our MITS Service Desk team, field leadership, and customers to resolve technical issues efficiently
• Document troubleshooting steps, solutions, and outcomes in our ConnectWise ticketing system with clarity and accuracy
• Meet Service Level Agreements (SLAs) by responding promptly, providing status updates, and resolving issues on the first visit whenever possible
• Maintain professional communication and a strong customer service mindset during every site visit
• Contribute to a collaborative, growing, and dynamic department with a focus on customer success
• Perform onsite equipment handling and installation as needed (ability to lift/carry up to 50 lbs)
• Identify opportunities for process improvements and share findings with the technical team

Requirements

• Strong problem-solving ability and a genuine passion for technical troubleshooting
• Excellent written and oral communication skills
• Ability to work in a fast-paced, customer-focused environment
• Reliable transportation to service multiple customer locations across the Phoenix area
• Willingness to learn and grow with new technologies

Qualifications

• Associates degree in IT, Computer Science, or related field (preferred)
• Prior experience in field IT support, desktop support, or Help Desk roles (preferred)
• Knowledge of networking concepts (VPN, routing, TCP/IP, network analysis tools) (preferred)
• Experience supporting Windows 10/11, Windows Server, or macOS environments (preferred)
• Familiarity with VOIP technology or IP telephony systems (preferred)
• IT certifications such as CompTIA A+, CompTIA Network+, Microsoft MD-100, Microsoft MD-101, or Microsoft MD-102 (endpoint management focus) (preferred)
• Experience with ticketing systems and remote support tools (preferred)

Benefits

• Comprehensive health benefits: Medical, Dental, Vision, and Life Insurance
• Retirement plan: Matched 401(k)
• Paid time off: PTO, Vacation, and Sick Leave
• Flexible spending: FSA/HSA programs
• Career development: Tuition reimbursement and certification support for continuous learning
• Field-based work environment with company vehicle assignment
• Collaborative team culture and mentorship opportunities

Pay

Competitive hourly wage: $20.00 – $36.83/hour (based on experience and role placement)

Schedule

Standard hours are Monday–Friday, with occasional after-hours support for emergencies.

Work Environment & Travel

This position requires regular travel throughout the Phoenix metropolitan area to customer sites. You will work independently in the field with remote support from our MITS Service Desk and field leadership. Work is primarily onsite at customer locations, with occasional remote diagnostics or documentation work.