Field Technology Specialist

CGI•Richmond, VA

9d•Onsite

About The Position

The Field Tech Champion is a field-embedded, bilingual role built for someone who sits at the intersection of people, process, and technology. This person is the boots-on-the-ground bridge between our field workforce and our payroll systems — providing hands-on technical support, training, and adoption guidance for our field-facing system(s) in both English and Spanish. Roughly half of the time will be spent in the field delivering direct support and training; the other half is troubleshooting level one technical issues, gathering feedback, and partnering with the Product Owner to identify process improvements and system enhancements. This role is required on-site in Midlothian, Virginia.

Requirements

Fluent in both English and Spanish, with strong communication skills in both languages written and verbal.
Understanding field operations, construction, or similar hands-on, multi-site environments.
Ability to troubleshoot and resolve common level one technical support issues independently, including device configuration, login, Microsoft 365 account and access, mobile device (iOS and Android), and application navigation issues.
Familiarity with Microsoft 365 administration and troubleshooting, mobile device management (MDM) for iOS and Android, and service desk ticketing and escalation workflows.
Strong appreciation of how ERPs, Time Keeping, or similar enterprise systems are used to improve field operations, with a user-first mindset focused on simplification and practical usability.
Ability to gather, synthesize, and communicate user feedback clearly and constructively to technical and non-technical stakeholders.
2-4 years of relevant field or technical support experience
Comfortable with significant travel (approximately 50%) across field locations.

Nice To Haves

Experience with system adoption, implementation, or end-user training in a field-based environment.
Familiarity with help desk or IT support processes and escalation workflows.
Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or equivalent.
Experience developing or contributing to training documentation or user guides.

Responsibilities

Provide hands-on Tier 1 technical support to field teams, addressing common issues such as login, Microsoft 365 accounts, email, access, device configuration, and mobile device management for iOS and Android.
Log, prioritize, and resolve Tier 1 and Tier 2 issues through the service desk ticketing system.
Escalate complex problems to Tier 3 and work closely with the help desk team to ensure field employees have a clear, well-documented path to resolution.
Deliver hands-on training and adoption support for field-facing technology.
Bring a user-first, field-first perspective to everything you do: your job is to make the use of technology in the field as streamlined and intuitive as possible.
During rollout of the new Time Tracking and HRIS system, the focus is proactive training; post-rollout, the focus shifts to continuous adoption and system improvement.
Serve as the primary ear on the ground for field user feedback.
Gather informal insights about system usability, pain points, and opportunities for improvement through daily interactions with field teams.
Collaborate with the Digital Enablement team to translate that feedback into actionable feature requests, process improvement recommendations, and backlog contributions.
Provide feedback and insights to improve existing training documentation and materials.
Contribute to and/or develop training content.
Travel to field locations approximately 50% of the time to deliver in-person support and training.
Must be comfortable working across a variety of job site environments.