IT Field Support Technician

Cellular Sales Verizon Authorized Retailer•Portsmouth, NH

6d•$23 - $33•Onsite

About The Position

The IT Field Support Technician works under the general supervision of the IT Field Support Manager and provides primary support for hardware and software solutions deployed in retail locations. The technician resolves user problems referred by the National Operations Center and other internal support teams, providing customer service to the market through multiple support channels. The role includes responding to service requests, troubleshooting hardware, software, and network issues, maintaining ticket and problem records, coordinating with users and internal departments, and escalating complex issues. The technician also supports hardware and software standards, manages territory inventory, schedules vehicle maintenance and vendor services, and maintains expense records for a company-provided procurement card. This is a full-time position with on-call responsibilities and 30–60% travel.

Requirements

High school diploma.
At least 3 years of verifiable technology support experience.
Valid U.S. driver’s license and a clean driving history for the past 3 years.
Ability to deal with stress and changing priorities.
Strong organizational skills and ability to work calmly under pressure, multitask, and prioritize.
Excellent interpersonal skills and ability to work independently and as part of a team.
Strong troubleshooting skills.

Nice To Haves

Two- or four-year degree.
Industry certifications.
Understanding of ITIL.

Responsibilities

Answer, evaluate, and prioritize service requests received through the company ticketing system, telephone, email, and in person.
Assist in identifying problems and providing potential resolutions.
Coordinate with end users on behalf of other departments; analyze customer needs and follow approved processes and documentation to meet service levels.
Track issues in the company-approved ticketing system and maintain historical records and related problem documentation.
Work with PMO, Asset Management, and other departments to update and maintain hardware and software standards.
Collaborate with team members and subject-matter experts to resolve complex problems; escalate issues requiring further technical assistance to a Staff Technician.
Communicate potential trends, significant problems, and individual market requests to the team and leadership.
Maintain current knowledge of company software, hardware, and approved procedures.
Schedule preventative maintenance for the company-owned vehicle.
Escalate and schedule vendor services as necessary.
Install and troubleshoot WAN/LAN and Cat 6e cabling.
Manage and track inventory stockrooms for the designated territory according to team standards.
Maintain expense records and reports for the company-provided procurement card.