If you're the kind of person who enjoys figuring out why something broke (and fixing it before anyone else notices), this role is for you. As a Field Technician at PrototypeIT, you'll be the go-to problem solver across a wide variety of client environments-jumping between troubleshooting networks, deploying new systems, and helping users get back up and running fast. No two days look the same: one minute you might be imaging machines or assisting with a new client onboarding, the next you're onsite tackling a hands-on issue that couldn't be solved remotely. This role is perfect for someone who likes staying on the move, enjoys working directly with people, and takes pride in delivering solutions-not just fixes. You'll play a key part in keeping our clients running smoothly while continuously building your technical skillset along the way.
QUALIFICATION STANDARDS
Physical Requirements:
- Moderate lifting or exerting force of up to 40 pounds occasionally, and up to 20 pounds frequently
- Required to travel to customer locations as scheduled. Overnight travel may be required
- Ability to maintain a high level of visual attention and mental concentration for significant periods of time as required by preparing and analyzing data, test results, computer hardware and software, etc.
- Ability to manipulate necessary office equipment, computer software, hardware and equipment
- Frequent communications, occasionally for extended periods, by telephone
- Activities before and after regular business hours may be required
Education & Experience:
- Bachelor's Degree in Computer Science or Management Information Systems, or related field or related work experience
- Experience with Microsoft Products including Windows Desktop, Server and the Office Product Suites
- Experience with virtualization platforms including VMware, Hyper V, RDS
- Experience with desktop and app virtualization platforms including Citrix and Azure Virtual Desktop
- Network+, Security+, CCNA, MCP, MCSA 2012/2016 preferred
- Experience with network troubleshooting/configuration including basic configuration of managed switches and firewalls
- Experience troubleshooting/configuring VOIP phone systems
- Experience troubleshooting Mac end points
- Experience with RMM and PSA tools. MSP experience a plus
- English fluency required
- Excellent oral, written, and interpersonal communication skills
- Requires self-direction, tact, diplomacy and a clear courteous and professional manner when dealing with the public
- Efficient research, organizational and time management skills
- Ability to prioritize tasks
- Ability to work in a team environment with a variety of professionals while also working independently, with minimal supervision
- Detail-oriented; productive without compromising quality
Knowledge, Skills, & Abilities:
- Provides superior customer service practices
- Communicates professionally whether in person, email, telephone, or ticketing tool, internally and externally
- Demonstrates effective listening and provides appropriate feedback
- Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results
- Shows initiative in job performance to improve current processes and suggest new ways of doing things
- Works under minimal supervision. Some independent judgment is necessary
DUTIES & FUNCTIONS
Essential:
- Maintain regular contact within the department and periodic contacts with other departments, supplying or seeking information on specialized matters
- Perform basic network administration (adding users, assigning rights, etc.).
- Directly contact end users to resolve issues.
- Troubleshoot network issues.
- Install/update software and service packs.
- Perform client onboardings
- Document and perform software and hardware installation.
- Deploy new products/software/documents.
- Perform cable/hardware configuration and server assembly.
- Approach all encounter with customers and fellow employees in a friendly, service-oriented manner
- Maintain compliance with prototype:IT's standards including regular attendance, grooming, and security guidelines
Marginal:
- Perform other duties as requested by management.
- Attend meetings/training as required by management.
- Participate in continuing education