The Field Technician is the operational backbone of our client technology delivery. This role owns device lifecycle execution — from imaging and deployment to field support — and is held to the standards of a best-in-class MSP. You move fast, you document everything, and you leave every client interaction better than you found it.
- Device Onboarding & Client Shipping: Own the full device provisioning lifecycle. Image, configure, QA, and ship client endpoints to spec — on time, every time. Zero shortcuts. Every asset logged before it leaves the building.
- Onsite Client Visits: Deploy on-site when remote resolution isn't viable. Own the outcome — hardware installs, network troubleshooting, equipment swaps. Represent Kairos IT with professionalism and close every visit with documented resolution.
- Support Ticket Resolution: Work the queue with urgency when bandwidth allows. Triage accurately, resolve efficiently, escalate with context. No ticket sits without an owner.
- Knowledge Management & Continual Improvement: Contribute to and maintain the internal knowledge base — runbooks, SOPs, and known error documentation. Identify recurring incidents and surface patterns to the team. Every repeat problem is a process failure waiting to be fixed; own your part in closing that loop.
- Technical Execution: Proficient in endpoint imaging and deployment (Autopilot, Intune, Jamf, WDS). Able to configure, troubleshoot, and validate hardware and software independently without hand-holding.
- ITIL-Aligned Discipline: Understands and applies incident, request, and change management principles. Follows documented processes. Contributes to continual service improvement by flagging patterns and inefficiencies.
- Asset & Documentation Rigor: Maintains accurate, real-time records in the ITSM and asset management platform. If it isn't documented, it didn't happen.
- Client-Facing Presence: Communicates clearly with non-technical stakeholders. Manages expectations, delivers on commitments, and reinforces client confidence in every interaction.
- Required: 1–3 years in a field technician, desktop support, or IT dispatch role within a managed services environment. Hands-on experience with endpoint provisioning and ITSM ticketing platforms.
- Preferred: CompTIA A+ or equivalent. Exposure to Microsoft Intune, Jamf, or similar MDM. Working knowledge of ITIL v4 foundations — certification is a plus, applied understanding is a must.
- Non-Negotiable: Valid driver's license, ability to lift 50 lbs.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
