IT Field Service Technician - Onsite Support

Job Description

Job Description

About The Digital Architects

The Digital Architects (TDA) is a growing managed IT and technology services company supporting small and mid-sized businesses with modern, reliable, and secure technology solutions. We provide managed IT services, Microsoft 365 management, cybersecurity and compliance support, infrastructure services, and technology projects.

Our team works closely with clients to solve real business and technology challenges. We value accountability, professionalism, clear communication, continuous learning, and people who take ownership of their work.

Position Summary

The Digital Architects is seeking a dependable, client-focused IT Field Service Technician to provide onsite technical support for our clients. This position is ideal for a hands-on problem-solver who enjoys working directly with users, troubleshooting technology, installing equipment, and representing a professional IT services team in a variety of business environments.

The Field Service Technician will travel to client locations to address issues that require onsite assistance, support equipment installations and replacements, and participate in infrastructure upgrades and other IT projects. The technician will work closely with TDA’s Helpdesk, Systems Management, and Project Services teams to ensure issues are resolved completely and documented accurately.

This is primarily a field-based and client-facing position. Some time may also be spent at TDA’s office preparing equipment, coordinating deployments, managing inventory, completing documentation, and assisting with remote troubleshooting related to onsite service requests.

Primary Responsibilities

Onsite Technical Support

• Travel to client locations to diagnose and resolve computer, hardware, software, printing, connectivity, and basic networking issues.
• Provide onsite support for technical issues that cannot be fully resolved by the remote Helpdesk or Systems Management teams.
• Troubleshoot Windows workstations, laptops, monitors, docking stations, printers, peripherals, and common business applications.
• Assist users with Microsoft 365, Outlook, Teams, OneDrive, account access, and related productivity tools.
• Communicate clearly with clients regarding the issue, work being performed, expected next steps, and final resolution.

Equipment Installation and Deployment

• Install, configure, test, replace, and relocate desktops, laptops, monitors, docking stations, printers, and related peripherals.
• Support new-user setups, computer replacements, equipment refreshes, and office moves.
• Install or replace network equipment, including switches, firewalls, wireless access points, and related infrastructure, according to documented procedures and project direction.
• Assist with patch panels, network connections, wireless access point installations, and other basic infrastructure tasks.
• Confirm that installed equipment is operating properly before completing the service visit.

Project and Infrastructure Support

• Assist with workstation deployments, network upgrades, wireless installations, server-related projects, office relocations, and other technology initiatives.
• Coordinate with project managers, system administrators, vendors, and other technicians during onsite deployments.
• Perform post-installation testing and address or escalate issues discovered during implementation.
• Follow established deployment standards, checklists, security requirements, and client-specific instructions.
• Identify conditions that may require additional project work, equipment, vendor involvement, or a higher-level technical resource.

Ticket Management and Documentation

• Review assigned service tickets before arriving onsite and confirm that the necessary tools, equipment, access information, and replacement parts are available.
• Accurately record arrival and departure times, troubleshooting steps, equipment details, configuration changes, work performed, and final results in the ticketing system.
• Document serial numbers, asset tags, equipment locations, network connections, and other relevant technical information.
• Maintain clear notes so that another technician can understand the issue, actions taken, and any remaining next steps.
• Escalate unresolved or complex issues promptly and provide the receiving technician with a complete technical handoff.

Client Service and Professionalism

• Represent TDA professionally while working at client locations.
• Arrive prepared and on time for scheduled appointments.
• Treat client personnel, facilities, systems, credentials, and data with care and discretion.
• Explain technical issues in clear, understandable language to non-technical users.
• Manage client expectations appropriately without making commitments outside the assigned scope or TDA’s service processes.
• Maintain a clean and organized work area and remove packaging or project-related materials when work is completed.

Equipment and Asset Management

• Safely transport computers, networking equipment, replacement parts, tools, and other materials to and from client locations.
• Maintain accountability for TDA-owned and client-owned equipment while it is in the technician’s possession.
• Assist with equipment staging, testing, labeling, asset tagging, packaging, and deployment preparation.
• Report damaged, missing, or defective equipment promptly.
• Maintain necessary field tools and confirm that commonly needed adapters, cables, and replacement components are available.

Required Qualifications

• Hands-on experience installing, configuring, or troubleshooting Windows-based computers and common business technology.
• Working knowledge of computer hardware, operating systems, printers, peripherals, and basic software troubleshooting.
• Familiarity with Microsoft 365 applications and common end-user issues involving Outlook, Teams, OneDrive, and account access.
• Understanding of basic networking concepts, including wired and wireless connectivity, IP addressing, DHCP, DNS, switches, firewalls, and WiFi.
• Ability to diagnose technical problems methodically and determine when an issue should be escalated.
• Strong verbal and written communication skills.
• Ability to communicate professionally and patiently with non-technical users.
• Strong organizational skills and attention to detail.
• Ability to follow technical procedures, service processes, security standards, and documentation requirements.
• Ability to work independently at client locations while remaining connected and accountable to the broader TDA team.
• Valid driver’s license and reliable transportation for regular travel to client locations.
• Ability to legally work in the United States.

Preferred Qualifications

• Previous experience in an MSP, IT service provider, field service, desktop support, or technical support environment.
• Experience using a ticketing, professional services automation, remote monitoring, or documentation platform.
• Experience deploying or replacing workstations, printers, switches, firewalls, or wireless access points.
• Familiarity with Microsoft Entra ID, Active Directory, user accounts, permissions, and basic Microsoft 365 administration.
• Experience assisting with office moves, infrastructure upgrades, network refreshes, or hardware deployment projects.
• Familiarity with cybersecurity practices, including multi-factor authentication, endpoint protection, secure credential handling, and data protection.
• CompTIA A+, Network+, Microsoft, or other relevant technical certifications.
• Formal IT education, technical training, or equivalent hands-on experience.

Field and Physical Requirements

• Regular local travel to client offices and other business locations.
• Ability to work in office spaces, network closets, server rooms, equipment areas, and other client environments.
• Ability to safely lift, carry, transport, position, and install standard computer and networking equipment.
• Ability to work at desks, beneath workstations, around equipment racks, and in other areas where technology is installed.
• Ability to manage multiple appointments and adjust priorities based on urgency, business impact, and direction from the service team.
• Comfort working independently in the field while requesting assistance or escalating when appropriate.

What Success Looks Like

A successful IT Field Service Technician at TDA:

• Arrives at client locations prepared, professional, and ready to work.
• Takes ownership of assigned service requests through resolution or proper escalation.
• Troubleshoots methodically rather than relying on guesswork.
• Communicates clearly with clients and internal team members.
• Documents work thoroughly and accurately.
• Protects client information, equipment, and credentials.
• Recognizes when an issue requires additional expertise or falls outside the assigned scope.
• Looks for opportunities to prevent recurring problems and improve the client’s technology experience.
• Continues developing technical knowledge and field service capabilities.

This is a full-time, primarily onsite position and is not intended to be a remote Helpdesk role. Candidates should be comfortable traveling regularly, working directly with clients, and performing hands-on technical work in the field.

The Digital Architects is an equal opportunity employer and welcomes qualified applicants from all backgrounds.

Company Description

The Digital Architects (TDA) is a growing managed IT and technology services company that supports small and mid-sized businesses with modern, reliable, and secure IT solutions. We provide managed IT services, Microsoft 365 management, cybersecurity, compliance support, and technology projects that help our clients operate efficiently and confidently.

Our team works closely with clients in a hands-on, relationship-driven environment, solving real business problems—not just closing tickets. We value accountability, clear communication, and continuous learning, and we invest in people who want to grow their skills and take ownership of their work.

At TDA, you’ll gain exposure to a wide range of technologies, industries, and real-world environments while working alongside a supportive team focused on doing things the right way.

TDA is NOT private-equity owned.

Company Description

The Digital Architects (TDA) is a growing managed IT and technology services company that supports small and mid-sized businesses with modern, reliable, and secure IT solutions. We provide managed IT services, Microsoft 365 management, cybersecurity, compliance support, and technology projects that help our clients operate efficiently and confidently.\r\n\r\nOur team works closely with clients in a hands-on, relationship-driven environment, solving real business problems—not just closing tickets. We value accountability, clear communication, and continuous learning, and we invest in people who want to grow their skills and take ownership of their work.\r\n\r\nAt TDA, you’ll gain exposure to a wide range of technologies, industries, and real-world environments while working alongside a supportive team focused on doing things the right way.\r\n\r\nTDA is NOT private-equity owned.