Senior Field Technician - Tech Services

Community Resources For Justice (CRJ)•Boston, MA

4d•$70,300 - $91,300

About The Position

The Senior Field Technician provides advanced user-level technology support for issues that cannot be resolved by Tier 1 support. The role involves substantial travel to CRJ’s locations to investigate issues, handle escalated technical tickets, understand systems, identify root causes, document resolutions, and provide clear, professional assistance to users. The technician supports a varied technology environment that includes hardware and software such as wireless networks, firewalls, server operating systems, thin clients, security cameras, and conference systems. The role also develops technical documentation, collaborates with project coordination to complete field work without disrupting regular support, pursues ongoing education in Microsoft Cloud and Security technologies, and recommends improvements to management. Heavy travel is required to support more than 60 locations.

Requirements

At least 4 years providing bench or technical support for users.
Associate’s degree in a technology-related field, or equivalent certifications.
Experience using common line-of-business operating systems and applications, including Microsoft Office and Adobe.
Comfort with supported versions of Microsoft Windows operating systems and modern smartphones.
Experience working with an enterprise-level ticketing system.
Familiarity with Microsoft Entra, Microsoft 365, Fortinet hardware, Citrix, and Dell Server/Storage technologies.
Ability to travel heavily as needed to support more than 60 locations.

Nice To Haves

Working understanding of Microsoft 365, Microsoft Entra, Active Directory, and cloud technologies.
Excellent communication, documentation, and customer-facing skills.
Bachelor’s degree in a technology-related field.
At least 2 years of IT engineering experience.

Responsibilities

Use advanced knowledge of CRJ technology systems to assist users and document resolutions in the enterprise ticketing platform.
Analyze systems and perform root-cause analysis of issues.
Provide professional, personalized, and friendly service through clear written and oral communication.
Develop and publish documentation for technical systems provided by CRJ’s technology department.
Coordinate with project coordination to complete field work without disrupting regular support requests, prioritizing and adapting effectively.
Engage in continuing education, particularly in Microsoft Cloud and Security technologies.
Oversee and support technologies including wireless systems, firewalls, server operating systems, thin clients, security cameras, and conference systems.
Recommend to management ways to improve the use of technology.
Perform other duties as assigned.