Intermediate Field Technician

(This Position is Contingent Upon Award of Contract)Key Responsibilities:Remote and Deskside Support:

• Provide Tier 1 and Tier 2 incident troubleshooting and remediation, resolving both hardware and software issues. Deliver remote support as well as on-site deskside support to ensure optimal service delivery and issue resolution.
  
  

Incident & Service Request Management:

• Manage, update, and monitor incident and service request tickets within the EITSM system. Ensure that all updates are completed in line with Wave One operating processes and procedures, including tracking status, assigned groups, routing, and identifying constraints to service delivery.
  
  

Proactive Issue Identification & Analysis:

• Analyze incident and service request data to identify patterns or recurring issues. Proactively resolve IT environment issues to minimize service disruptions and prevent recurring problems.
  
  

Coordination & Escalation:

• Collaborate with internal teams, including the End-User Support Desk (ESD), UEM/Engineering, EUMOC, and external vendors as necessary. When required, escalate complex issues to higher-tier support teams (Tier 3 or Tier 4) for further troubleshooting and resolution.
  
  

Documentation & Reporting:

• Maintain detailed records of incidents and service requests, documenting all actions taken and providing clear summaries of resolution efforts. Generate reports and track ongoing issues to analyze trends and drive continuous improvement.
  
  

Customer Satisfaction:

• Maintain a customer-centric approach by providing timely, effective, and professional support. Work to resolve issues promptly while clearly communicating with end-users, ensuring satisfaction and minimizing disruptions to their work.
  
  

Qualifications & Required Experience:

• 3-5 years of experience in a technical support or field technician role, preferably in IT or a related field.
• Strong understanding of incident management and troubleshooting, including remote and deskside support for both hardware and software issues.
• Experience working with EITSM systems for incident and service request ticket management.
• Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving IT issues.
• Ability to work effectively with cross-functional teams to ensure smooth and efficient service delivery.
• Basic knowledge of IT systems, networking, and common troubleshooting methods.
• Excellent written and verbal communication skills.
• A customer-focused approach, with the ability to provide clear instructions and support to end-users.
  
  

Preferred Qualifications:

• Certification in ITIL, CompTIA A , or related technical certifications.
• Experience with remote desktop support tools and management software.
• Familiarity with Wave One operating processes and procedures.
  
  

Physical Requirements:

• Ability to travel to on-site locations for deskside support.
• Ability to lift and move IT hardware as needed (up to 50 lbs.).
• Ability to work effectively in a fast-paced and dynamic environment.
  
  

Work Environment:

• This position requires work in both office and remote environments, depending on the nature of the support request.
• Interaction with internal teams and external vendors to resolve technical issues and ensure effective service delivery.
  
  

Additional Notes:

• The Intermediate Field Technician plays a key role in managing day-to-day IT incidents and ensuring service delivery meets customer expectations. This position requires the ability to handle high-priority incidents, provide effective support, and collaborate with various teams to ensure overall IT service success.
  
  

Why Vision IT?At Vision IT, we lead with People First, ensuring our employees and customers thrive. We cultivate an environment of compassion and servant leadership, empowering our teams to drive mission success. If you are passionate about solving complex IT challenges and contributing to high-quality service delivery, we encourage you to apply.At Vision IT, we offer a comprehensive benefits package to support your health, well-being, and long-term financial goals, including:

• 401(k) Plan with company matching contributions.
• Dental & Vision Insurance for dental care, eye exams, glasses, and contacts.
• Health Insurance with comprehensive coverage.
• Paid Time Off (PTO) to help maintain work-life balance.
• Disability Insurance for short-term and long-term protection.
• Life & AD&D Insurance for life and accidental death/dismemberment.
• Supplemental Benefits including coverage for critical illness, accidents, and hospital care.
  
  

We are committed to helping you achieve your career and financial goals.Vision IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Vision IT complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Vision IT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with Vision IT's employees' ability to perform their job duties may result in discipline up to and including discharge.