IT Field Technician

Onsite IT Field Technician

Reports To: Service Desk Team Lead
Schedule: Monday–Friday, 8:00 AM–5:00 PM (occasional early starts for projects or go-live support)

Overview

The Onsite IT Field Technician is a hands-on, client-facing role responsible for delivering technical support directly at client locations. This position combines technical expertise with strong customer service skills to ensure reliable operation of client systems, networks, and hardware. The technician serves as the face of MHD IT in the field—resolving issues efficiently, maintaining strong relationships, and representing the company with professionalism.

Key Responsibilities

• Provide onsite technical support for client systems, hardware, and networks.

• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.

• Troubleshoot and resolve hardware, software, and network issues both onsite and remotely.

• Perform scheduled onsite installations, upgrades, and maintenance of IT systems and equipment.

• Document all work performed, including troubleshooting steps, solutions, and detailed time entries in tickets.

• Educate end users on best practices and proper use of hardware and software.

• Maintain clear and professional communication with clients and internal teams.

• Collaborate with the Service Desk Team Lead to escalate or resolve complex technical issues.

• Follow company policies, security protocols, and change control procedures.

• Assist with remote support tickets when onsite work is completed ahead of schedule.

Qualifications

• 2–4 years of IT support experience (MSP experience preferred).

• Proficient with Microsoft Windows 10/11, Microsoft 365, and Active Directory administration.

• Strong working knowledge of networking (wired and wireless), VOIP systems, and printers/MFDs.

• Comfortable performing hardware installations, replacements, and internal upgrades.

• Excellent communication skills — able to explain technical information to non-technical users.

• Self-motivated problem solver who works well both independently and in a team environment.

• Familiarity with virtualization (VMware or Hyper-V) and basic server administration is a plus.

• Understanding of security, storage, and disaster recovery best practices.

• Certifications such as CompTIA A+/Network+, Microsoft 365 Fundamentals, or Cisco CCNA are welcomed but not required.