IT Helpdesk and Field Technician Level 2 / Level 3

Job Description

Job Description

Field IT Technician Level 2/3 — Multi-Site Retail (Philadelphia)

15+ years in business, Managed IT, CCTV, retail verticals, regulated environments where uptime matters.

Location: Philadelphia, PA (local travel 300 mi radius)
Employment Type: Full-Time
Benefits: Medical insurance, potential flexible work-from-home schedule

Position Overview

We are seeking a Field Service IT Technician with strong technical expertise and leadership skills to join our growing team. This hybrid role involves hands-on IT support, field service, remote L1 triage, and help desk troubleshooting . The ideal candidate will also have experience coordinating IT projects and working closely with clients to ensure a seamless technical experience.

Key Responsibilities

• Provide proactive support to clients via phone, remote sessions, and onsite visits.
• Manage help desk support tickets , ensuring timely resolution and excellent customer satisfaction.
• Serve as a liaison between Technical Support and Sales teams to support pre- and post-sales client needs.
• Conduct IT project coordination and scheduling (deployments, upgrades, migrations, etc.).
• Perform installation, configuration, and maintenance of PCs, laptops, printers, network infrastructure and peripherals.
• Troubleshoot network connectivity, software, and hardware issues.
• Execute setup of routers, switches, and wireless equipment.
• Track, document, and escalate issues using ticketing systems.
• Provide end-user training and onboarding at client sites.
• Travel to client sites throughout region as needed.

Required Qualifications

• 2+ years of IT support or field service experience (MSP experience a plus).
• Strong knowledge of Windows Operating Systems, Microsoft 365, Active Directory, Cisco Meraki and general networking concepts .
• Demonstrated experience in:
• • Help desk / technical support
  • Small project management (planning, scheduling, client communication)
• Excellent troubleshooting, problem-solving, and communication skills .
• Ability to multitask and work independently in a fast-paced environment.
• Professional demeanor and strong client relationship skills.
• Valid driver’s license and reliable vehicle transportation.
• Ability to travel within a 300 mile radius to support clients on-site when needed.
• Ability to climb a ladder and lift up to 30 pounds.

Preferred Qualifications

• Familiarity with managed services tools (RMM/PSA platforms).
• CompTIA, Microsoft, or related certifications.
• Knowledge of cloud services , backups, cybersecurity best practices.
• Previous experience with pre/post-sales client support .

Why Join Us?

• Opportunity to work on diverse IT environments and grow your skills.
• Small team environment where your contributions directly impact client success.
• Exposure to a growth retail vertical, and a real career path.
• Flexible work-from-home options with travel.
• Competitive salary and benefits package.