IT Field Technician - Managed Services

infinIT.us•Cleveland, OH

2d•Onsite

About The Position

As a Field Technician at InfinIT, you’ll spend most days supporting customers onsite in the Cleveland area. When you’re not onsite, you’ll provide remote support from our Cleveland office and assist with service requests alongside our service and engineering teams. Your workload will be managed by our Service Coordinator, but you’ll be trusted to manage customer interactions professionally, empathetically, and responsibly. You are the face of InfinIT when you’re in front of customers, and how you show up matters. This is a hands-on, client-facing role where technical skill and human skill carry equal weight.

Requirements

2+ years of Windows desktop troubleshooting experience
Basic Windows Server concepts, including Active Directory
Basic networking knowledge (firewalls, switches, access points)
Microsoft 365 (user support, Outlook, Teams, OneDrive, SharePoint basics)
Basic VoIP troubleshooting
Logical, structured problem-solving skills
Willingness to learn and grow beyond current knowledge
Clear written and verbal communication
Strong listening skills and empathy for end users

Nice To Haves

CompTIA A+, Network+, Security+ certifications
Experience troubleshooting macOS systems
Basic understanding of Azure environments

Responsibilities

Troubleshoot and resolve desktop, application and basic infrastructure issues
Hardware installations (computers and infrastructure)
Communicate clearly with customers about problems, progress, and next steps
Document work performed in our ticketing system accurately and thoroughly
Collaborate with engineers, service desk staff, and leadership when issues require escalation
Participate in a weekly on-call rotation