IT Service Delivery Field Technician

Guild Mortgage•Greenwood Village, CO

1d•$27 - $38•Hybrid

About The Position

The IT Service Delivery Field Technician is a customer-focused technical expert responsible for delivering high-quality customer service support and infrastructure services to retail branch locations and corporate users. This role emphasizes end-user support, VoIP and network infrastructure, and coordination with external vendors to ensure reliable IT operations. The ideal candidate brings strong technical skills, excellent communication, and a proactive approach to service delivery in a fast-paced, multi-site environment.

Requirements

Minimum three years experience in IT support, service delivery, or infrastructure implementation.
Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments.
Experience supporting retail or multi-site environments is highly preferred.
Excellent troubleshooting skills across hardware, software, and network layers.
Strong customer service orientation with the ability to communicate clearly and professionally.
Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors.
Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs.
Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment.
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
Travel 50-70%
This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
Work is primarily performed during the business week, Monday - Friday.

Nice To Haves

Bachelor's Degree directly related to the position or equivalent, preferred.
Bachelor's Degree in Information Technology or related field.
CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus.

Responsibilities

Provide phone support via our contact center either scheduled, based on volume or as needed for end users across the organization, troubleshooting hardware, software, and connectivity issues.
Deliver exceptional customer service through phone, remote, and on-site support.
Manage service desk tickets, ensuring timely resolution and proper escalation when needed.
Support users onsite with IT systems, tools, and document support procedures and resolutions.
Manage IT service requests from field offices, end users and management.
Provide A to Z customer service handling all requests without prejudice.
Working with Sr. Techs, management and team helping configure, deploy, and support for firewalls, switches, and wireless access points at branch locations.
Coordinate with team helping with vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting.
Troubleshoot and support VoIP phone systems, including moves, adds, changes, and vendor escalations.
Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested.
Maintain accurate inventory of IT assets and ensure compliance with company standards.
Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts.
Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions.
Conduct testing and validation of new systems and configurations.
Provide post-implementation support and training to ensure smooth adoption.
Other duties as assigned.