Field Agent/ Onsite IT Technician

Paragus Strategic IT•Hadley, MA

2d•$45,000 - $65,000•Onsite

About The Position

Paragus IT is the largest outsourced vendor in Western and Central MA, and as a 100% employee-owned company, we are just getting started. We aspire to serve 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, our culture is built on ownership, continuous improvement, and delivering exceptional, human-first experiences. We are on a mission to deliver peace of mind through human-first IT—and we’re looking for a CSM Field Agent to help us do it. In this role, you will provide routine onsite support and get our clients back up and running by working assigned cases. This position is built around being present, solving problems effectively, and making clients feel seen and supported. You will act as a dependable extension of the Client Support Manager (CSM), taking on the operational load so they can focus on strategic initiatives.

Requirements

Strong experience supporting Microsoft 365 and MS Office applications.
Proven ability to set up new computers, configure hardware, and troubleshoot printers.
Valid driver's license, reliable transportation, and the ability to travel locally to client sites on a daily basis.
Strong ability to actively listen, interpret client needs, and translate technical solutions into clear, human language.
Highly dependable, organized, and capable of working independently in the field.
Proactive and self-driven with a strong sense of ownership

Nice To Haves

CompTIA A+ certification is a strong plus.

Responsibilities

Routine Onsites & Hands-On Support
Execute a schedule of 1 to 2 routine onsites per day to provide consistent, professional support.
Conduct staff visits, survey sites for opportunities to improve workflows, and deliver direct, hands-on solutions.
Take ownership of issues that cannot be quickly resolved by Rapid Response Agents but do not require a Senior Case Agent.
Case Management & Service Excellence
Follow ACTS Principles (Acknowledge, Capture, Take it Home, Strategize) to ensure an exceptional solution for every assigned case.
Apply CARES Principles (Connect, Analyze, Resource, Explain, Surpass) to prioritize an exceptional human experience alongside the technical fix.
Maintain elite performance metrics, including an 80-90%+ first-touch resolution rate and 98-99%+ SLA adherence.
Drive our primary success metric—Customer Satisfaction (CSAT)—aiming for a 95-98%+ score by delivering hands-on, human-centric support.
Documentation & Insight Generation
Keep internal documentation current and capture any physical context or client nuance necessary for downstream decisions.
Surface high-quality recommendations, headlines, and onsite observations to feed CSM planning.