Field Support Technician

ISOutsource•Bothell, WA

9d•Onsite

About The Position

ISOutsource is hiring a Field Support Technician to provide onsite and remote technical support for assigned clients, with a primary focus on reactive day-to-day support, endpoint needs, and consistent client-site coverage. Dedicated onsite support at local client locations may be required up to five days per week, based on client and business needs. The position may also support reactive onsite needs for other clients in the assigned local service area. Travel expectations vary by market, client need, and business priority. Candidates must currently reside in the Seattle area or be willing to relocate before their start date. The technician troubleshoots endpoint and related issues, handles user onboarding and offboarding, configures and deploys end-user equipment, and coordinates approved hardware activities. The role includes triaging issues, independently resolving documented low-risk support needs, and carrying out approved multi-user or infrastructure-related work only under documented procedures and authorized access. Work requiring senior-specialist, security, architecture, or consulting expertise must be escalated promptly. The technician maintains client knowledge, accurate tickets and documentation, communicates status and next steps, and coordinates with internal teams and vendors. ISOutsource describes itself as an established, profitable technology consulting firm serving more than 500 clients across the Western United States. It promotes a fast-paced, energetic environment, learning and career growth, access to leadership, and work/life balance. Final candidates must submit to a complete background check.

Requirements

Associate's degree or higher in Computer Science, Information Technology, or a related technical field, or equivalent technical training and professional experience.
At least 2 years of relevant IT support experience.
Valid driver's license.
Working knowledge of Windows environments, Microsoft 365, identity and access management, hardware, networking, and common business applications.
Strong troubleshooting and problem-solving skills, including diagnosing technical issues, identifying solutions, and determining appropriate escalation paths.
Ability to follow documented procedures and runbooks while exercising sound judgment about technical scope, security risks, access permissions, and when to engage additional resources.
Strong customer service and communication skills to provide professional, timely support across diverse client environments.
Strong organizational, documentation, and time-management skills, including prioritizing competing requests and following through appropriately.
Ability to work independently at client locations, adapt to varying technologies and support needs, and collaborate effectively with internal technical teams.
Must currently reside in the Seattle area or be willing to relocate before the start date.
Final candidates are required to submit to a complete background check.

Nice To Haves

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.
MSP or multi-client support experience.
Previous onsite or field-support experience.

Responsibilities

Provide professional onsite and remote technical support to end users, including dedicated onsite client coverage up to five days per week as needed.
Troubleshoot workstation, software, hardware, connectivity, account, printing, peripheral, and related endpoint issues.
Perform user onboarding and offboarding according to 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.
Triage 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 in the assigned local service area when not providing dedicated client coverage.
Maintain accurate and timely ticket notes, technical documentation, status updates, and time entries.
Communicate with clients and internal teams about 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.

Benefits

Competitive insurance benefits package including health, dental, vision, life, and disability coverage.
401(k) with employer match.
Generous paid time off schedule.
Stocked snacks, sodas, coffee, and treats, including healthy alternatives.
Monthly team activities, including trivia nights and holiday parties.
Monthly training and career-enhancing opportunities.
Opportunities for growth and promotion from within.
Emphasis on work/life balance.
Access to management and senior leadership.
Exposure to a wide range of technologies.
Highly skilled team members willing to help and share knowledge.