IT Support & Field Services Technician (Level 1)

Zella Technologies, LLC • Hammond, LA

6d • Onsite

About The Position

Zella Technologies is hiring a full-time, onsite Level 1 IT Support & Field Services Technician for its Hammond, Louisiana office. This hybrid technical role combines office-based service desk support with regular field work at customer locations; it is not remote, a dedicated cabling installer role, or a help desk-only role. The technician will handle support tickets and monitoring alerts, prepare equipment, perform installations and cabling, assist with technical projects, and conduct proactive customer visits. Local and out-of-state travel, including overnight stays, is required, and a company vehicle is provided for authorized business activities.

The position provides Level 1 technical support across Windows and Linux systems, workstations, servers, Microsoft 365, basic networking, VoIP, endpoint security, remote access, and backup monitoring. Field duties include installing and troubleshooting computers, network devices, and telecommunications equipment; routing, terminating, labeling, and testing network cabling; and mounting infrastructure. The technician is expected to protect customer property, follow safety practices and established procedures, document work accurately, communicate professionally, and escalate issues beyond their experience. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time, with hours subject to change for onsite work, projects, and upgrades. Participation in a scheduled after-hours, weekend, and critical-support on-call rotation is required.

Zella Technologies is a managed services provider, VoIP provider, and fiber internet service provider serving businesses. The role offers exposure to managed IT, enterprise networking, telecommunications, cybersecurity, cloud services, and business infrastructure, with opportunities to develop technical skills and advance into Level 2/Level 3 engineering and other technical roles.

Requirements

• Basic knowledge of computer hardware, operating systems, networking, and general IT troubleshooting.
• Familiarity with Windows operating systems, common business software, and computer peripherals.
• Basic familiarity with Windows Server and Linux operating systems, including common administration and troubleshooting concepts.
• Understanding of basic Active Directory functionality, user accounts, file permissions, and Windows domain environments.
• Familiarity with, or willingness to develop proficiency in, basic Linux command-line tools.
• Understanding of basic networking concepts, including IP addressing, Ethernet, Wi-Fi, routers, switches, DNS, and DHCP.
• Strong troubleshooting skills and ability to identify, investigate, and resolve technical problems.
• Excellent communication, interpersonal, and customer service skills, including ability to explain technical concepts to nontechnical users.
• Comfort performing hands-on technical work, including equipment installation, network cabling, and physical troubleshooting.
• Familiarity with, or ability to safely learn, common hand tools, power tools, drills, anchors, and mounting hardware.
• Ability to assess work areas and identify potential hazards before drilling, cutting, or penetrating building surfaces; recognize when work requires authorization, escalation, or a qualified contractor.
• Strong organizational skills, attention to detail, and ability to manage multiple assignments.
• Ability to work independently during onsite service calls while following company procedures and safety practices.
• Professional appearance and demeanor when interacting with customers; respect for customer property and commitment to clean, safe, professional workmanship.
• Valid driver's license and ability to safely operate a company-provided vehicle.
• Ability to work full-time from the Hammond office and travel to customer locations as needed, including overnight stays.
• Ability to lift, carry, and move IT and telecommunications equipment weighing up to 50 pounds, with assistance or equipment when appropriate.
• Ability to safely use ladders, hand tools, and power tools for authorized installation work, and to bend, kneel, reach, and work in network closets and accessible ceiling spaces.

Nice To Haves

• 1–2 years of experience in IT support, help desk, desktop support, field services, MSP operations, or a related technical role.
• Previous experience performing structured network cabling installations in occupied commercial buildings.
• Hands-on experience installing, terminating, labeling, and testing CAT5e/CAT6 network cabling.
• Experience routing cable through drywall, ceilings, masonry, brick, and other common building materials.
• Experience selecting anchors, mounting hardware, drill bits, and installation tools for different surfaces.
• Experience installing wireless access points, network switches, wall-mounted network cabinets, equipment racks, cable raceways, and patch panels.
• Familiarity with cable testers, tone generators, punch-down tools, RJ45 termination, and basic structured cabling standards.
• Experience with basic Windows Server administration, Active Directory, DNS, DHCP, file sharing, and permissions.
• Familiarity with Linux distributions such as Ubuntu, Debian, or Rocky Linux.
• Experience accessing Linux systems through SSH and performing basic command-line troubleshooting.
• Familiarity with Microsoft 365, Active Directory, and Microsoft Entra ID.
• Experience with IT ticketing systems, RMM tools, and technical documentation platforms.
• Basic understanding of VLANs, VPNs, firewalls, and network troubleshooting.
• Experience installing, configuring, or troubleshooting VoIP phones and related telecommunications equipment.
• CompTIA A+, Network+, or similar industry certifications.
• Previous experience supporting multiple business customers or working in a customer-facing technical role.

Responsibilities

• Respond to, troubleshoot, resolve, document, and escalate Level 1 support tickets through the ticketing system, phone, email, and remote support tools.
• Diagnose common hardware, software, operating system, network connectivity, Windows domain, Microsoft 365, and basic Linux issues.
• Support Windows servers and workstations, laptops, printers, peripherals, business applications, user accounts, Active Directory, file shares, permissions, and basic Group Policy troubleshooting.
• Use basic Linux command-line tools to investigate common system issues and gather diagnostic information.
• Monitor remote monitoring and management alerts; conduct routine system health checks and perform approved preventative maintenance and remediation.
• Monitor backup job results, investigate basic failures, and perform approved file-level restores and verification tasks following established procedures.
• Troubleshoot common endpoint security and remote-access issues, and promptly escalate suspicious activity or potential security incidents without making unauthorized changes.
• Manage tickets according to SLAs and procedures; accurately record troubleshooting, customer communications, time, onsite activities, expenses, and resolutions.
• Keep customers informed, coordinate with dispatch and senior technical staff, and take ownership of assigned work through resolution or documented transfer.
• Travel to customer sites to provide technical support, install and configure equipment, perform maintenance, and assist with upgrades and infrastructure projects.
• Install, replace, configure, and troubleshoot computers, monitors, printers, VoIP phones, switches, wireless access points, racks, cabinets, and related equipment.
• Plan, route, pull, terminate, label, and test CAT5e/CAT6 cabling; install patch panels and cable management; troubleshoot physical connectivity issues.
• Assess work areas and hazards before installation; follow applicable safety and cabling practices, protect customer property, and leave work areas clean and organized.
• Conduct scheduled proactive customer visits, resolve minor issues where practical, identify potential problems, document feedback, and communicate follow-up needs.
• Prepare, configure, and test equipment for deployment; assist with staging, shipping, receiving, delivery, inventory tracking, and equipment storage.
• Update customer documentation, inventories, network diagrams, and technical records; follow SOPs and contribute to documentation and process improvements.
• Participate in technical training and a scheduled on-call rotation, responding to assigned after-hours, weekend, and critical support requests.

Benefits

• Competitive compensation based on qualifications and experience.
• Paid time off (PTO) and paid holidays.
• Company-provided cell phone.
• Career advancement opportunities into Level 2/Level 3 engineering, networking, telecommunications, and other technical roles.
• Hands-on experience with enterprise IT infrastructure, cloud technologies, cybersecurity, networking, and VoIP systems.
• Opportunity to gain exposure to a wide range of technologies.
• Company-provided vehicle for authorized customer service calls and onsite work.
• Company-provided tools, equipment, and software required to perform assigned duties.
• Opportunities to develop and expand technical skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed