Field Support Technician

Job Description

Job Description

** On-site client visits are an essential part of this role. As a result, we are only considering candidates who currently reside in the Seattle area or are willing to relocate before their start date. If you are unable to meet this requirement, we kindly ask that you do not apply.  

The Opportunity
As a modern technology consulting firm, ISO is at the forefront of change. We strengthen our clients with technological solutions that help them boost performance, streamline processes, and excel at serving their customers.
With ISO, you’ll join a profitable, established company with over 500 clients throughout the Western United States. You can expect a fun, energetic, fast-paced environment where you are encouraged to bring your ideas and expertise, focus on our clients, try new things, and learn from mistakes and successes.

We are looking for a Field Support Technician to provide onsite and remote technical support for assigned clients, with a primary focus on day-to-day reactive support, endpoint needs, and consistent client-site coverage.

Our Core Values
• We are client centric.
• We are innovative.
• We are results driven.
• We pursue excellence.
• We are trustworthy.
• We empower our team.

Why ISOutsource?
• Access to Management and Senior Leadership.
• Ability to define your own niche within the organization.
• Exposure to a wide range of technologies.
• Monthly training and career enhancing opportunities.
• Being part of a highly skilled team who is willing to help and share knowledge.
• Tons of room for growth, ISO has a long history of promoting from within.
• A company emphasis on work/life balance.

We Take Care of Our People
• Excellent total compensation package
• A salary range of $70,000 to $85,000 annualized
• Competitive insurance benefits package includes health, dental, vision, life, and disability coverage.
• 401(k) & Employer match
• Generous Paid Time Off schedule
• Stocked snacks, sodas, coffee, and lots of treats (including healthy alternatives)
• Monthly team activities including trivia nights, holiday parties and more.

Work you will do as an ISOutsource Field Support Technician:

• Provide professional onsite and remote technical support to end users, including dedicated onsite support at local client locations up to five days per week, based on client and business needs.
  
• Troubleshoot workstation, software, hardware, connectivity, account, printing, peripheral, and related endpoint issues.
• Perform user onboarding and offboarding in accordance with approved procedures and client requirements.
• Configure, deploy, replace, and troubleshoot laptops, desktops, and related end-user equipment.
• Coordinate approved hardware procurement, replacement, setup, and delivery activities.
• Triage incoming technical issues, assess scope and risk, and determine the appropriate path to resolution.
• Independently resolve documented, single-user, endpoint, and other low-risk support issues.
• Perform approved multi-user or infrastructure-related tasks only when supported by a documented runbook, authorized access, and a defined escalation path.
• Recognize work requiring senior-specialist, security, architecture, or consulting expertise and escalate promptly.
• Develop working knowledge of assigned client environments, standards, contacts, and recurring support needs.
• Support reactive onsite needs for other clients within the assigned local service area when not providing dedicated client coverage. Travel expectations may vary by market, client need, and business priority.
• Maintain accurate and timely ticket notes, technical documentation, status updates, and time entries.
• Communicate clearly with clients and internal teams regarding issue status, next steps, resolution, and escalation.
• Coordinate with On-Demand Support, Consulting, Security, and third-party vendors as appropriate.
• Follow organizational security practices, documentation standards, and approved technical procedures.
• Perform other duties as assigned by management.
  

Our ideal candidate will possess the following qualities:

• Working knowledge of Windows environments, Microsoft 365, identity and access management, hardware, networking, and common business applications. 
• Strong troubleshooting and problem-solving skills, including the ability to diagnose technical issues, identify solutions, and determine appropriate escalation paths.
• Ability to follow documented procedures and runbooks while exercising sound judgment regarding technical scope, security risks, access permissions, and when to engage additional resources.
• Strong customer service and communication skills, with the ability to provide professional, timely support across diverse client environments.
• Strong organizational, documentation, and time-management skills, with the ability to prioritize competing requests and ensure appropriate follow-through.
• Ability to work independently at client locations, adapt to varying technologies and support needs, and collaborate effectively with internal technical teams.

Highly sought-after experience and skill includes:

• Experience with HaloPSA, N-central, and IT Glue
• Experience supporting endpoint issues and performing defined infrastructure-related tasks from documented procedures 
  
• Prior completion of CJIS preferred. 
• MSP or multi-client support experience 
• Previous onsite or field-support experience 

Requirements:

• Associate's degree or higher in Computer Science, Information Technology, or a related technical field; or equivalent technical training and professional experience.
• 2+ years of relevant IT support experience
• Valid driver's license

ISOutsource is an equal opportunity firm.
We are driven by seeing our team succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to race, color, sex, religion, age, marital status, national origin, citizenship or immigration status, the presence of any sensory, mental, or physical disability, genetic information, honorably discharged veteran or military status, sexual orientation, gender identity, political ideology, status as a victim of domestic violence, harassment, sexual assault, or stalking, family status, source of income, or any other status or characteristic protected by applicable local, state or federal law.

Final candidates will be required to submit to a complete background check.