Service Desk Engineer/Field Technician

Complete Technology Services • Kansas City, MO

1d • Hybrid

About The Position

Complete Technology Services (CTS) is seeking a Service Desk Engineer & Field Technician to join their expanding team. This role is responsible for handling escalated support issues, providing excellent customer service, and offering both remote and onsite technical assistance to businesses across the Midwest. The position involves troubleshooting a variety of technical issues including desktop, network, server, wireless, and infrastructure problems, as well as supporting client projects and traveling to client sites.

Requirements

• 3+ years of IT support experience, preferably in an MSP environment.
• Advanced Windows 10/11 desktop and laptop troubleshooting skills, including hardware and peripherals.
• Strong networking troubleshooting skills, including switches, routers, firewalls, wireless, VPNs, DNS, DHCP, and internet connectivity.
• Experience administering Microsoft 365 and supporting Windows and macOS devices in business environments.
• Experience with network infrastructure, workstation deployment, imaging, hardware replacement, and office technology installations.
• Basic Windows Server knowledge, including Active Directory, Group Policy, DNS, DHCP, and file sharing.
• ConnectWise Manage and/or ConnectWise Automate experience strongly preferred.
• Strong customer service, communication, documentation, organizational, and time-management skills, with the ability to explain technical concepts to nontechnical users.
• Ability to prioritize multiple tickets and projects, work independently with minimal supervision, and collaborate effectively with a team.
• Reliable transportation and a valid driver's license required.
• Lift and carry up to 50 pounds and install, move, and rack computer and networking equipment.
• Use tools for hardware repair, replacement, and installation.
• Work under desks, in server closets and confined spaces, and on ladders for cable installation and equipment mounting.
• Frequently stand, walk, bend, kneel, and sit as required.
• Travel regularly to client locations throughout the service area.
• Work occasional evenings and weekends based on project schedules and client needs.

Nice To Haves

• Microsoft, A+, Network+, Security+, CCNA, or similar certifications preferred.

Responsibilities

• Own escalated tickets, troubleshoot issues, communicate with clients, document resolutions in the PSA system, and meet client SLAs.
• Provide remote and onsite support for Windows and macOS computers, printers, phones, mobile devices, software, accounts, and other end-user technology.
• Manage Microsoft 365 users, assign licenses, support Exchange Online, and troubleshoot related issues.
• Troubleshoot switches, routers, firewalls, wireless networks, VPNs, DNS, DHCP, internet connectivity, and Windows Server environments.
• Assist with infrastructure installation and maintenance.
• Support workstation deployments, hardware refreshes, office moves, network upgrades, wireless implementations, and infrastructure installations.
• Deliver professional, responsive support and maintain strong client relationships.
• Participate in a rotating on-call schedule, work occasional evenings and weekends, and travel regularly to client locations.
• Perform other duties as assigned.

What This Job Offers

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