Field Support Technician

ISOutsource•Bothell, WA

12d•$70,000 - $85,000•Onsite

About The Position

ISO is seeking a Field Support Technician to provide onsite and remote technical support for assigned clients, focused on day-to-day reactive support, endpoint needs, and consistent client-site coverage. Onsite client visits are essential, so candidates must reside in the Seattle area or be willing to relocate before their start date. The role may include dedicated onsite support at local client locations up to five days per week, depending on client and business needs, as well as reactive onsite support for other clients in the assigned local service area. Travel expectations may vary by market, client need, and business priority. The technician supports end users, troubleshoots endpoint and related technology issues, carries out user onboarding and offboarding, and configures, deploys, replaces, and troubleshoots end-user equipment. The role requires following approved procedures and runbooks, making sound decisions about technical scope and security risks, and promptly escalating work requiring senior-specialist, security, architecture, or consulting expertise. The technician also maintains accurate tickets and documentation, communicates issue status and next steps, and coordinates with internal teams and vendors. ISO describes itself as an established, profitable technology consulting firm serving more than 500 clients across the Western United States. It offers access to management and senior leadership, opportunities to define a niche, exposure to varied technologies, monthly training, career growth, and a team-focused environment emphasizing work-life balance. Final candidates must complete a 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, with the ability to provide professional and timely support across diverse client environments.
Strong organizational, documentation, and time-management skills, including prioritizing competing requests and ensuring follow-through.
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 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.
Maintain accurate and timely ticket notes, technical documentation, status updates, and time entries.
Communicate 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.

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.
Access to management and senior leadership.
Opportunities for growth and promotion from within.
Company emphasis on work-life balance.
Excellent total compensation package.