IT Field Service Help Desk Technician

Atlantic-IT is a modern technology partner dedicated to helping businesses thrive in today's digital landscape. We deliver comprehensive IT support, robust cybersecurity, scalable cloud solutions, AI enablement, and advanced Microsoft 365 services. Since opening in 2007, our customer-first approach ensures that organizations not only stay secure and efficient but also optimize IT costs without compromising quality. Whether you're looking to strengthen your infrastructure, embrace innovation, or streamline operations, Atlantic-IT provides the expertise and solutions to keep your business ahead.

IT Field Technician

Position Overview

The IT Field Technician delivers onsite and remote technical support to Atlantic- clients, ensuring seamless operation of end-user technologies. This role combines troubleshooting, deployment, and maintenance with a strong focus on client satisfaction and professional communication.

Key Responsibilities

· Provide onsite and remote support for PCs, printers, phones, conference systems, mobile devices, and business applications.

· Support Microsoft 365, Windows OS, SharePoint, QuickBooks, Adobe, and other cloud platforms.

· Diagnose and repair workstations, peripherals, and network issues.

· Ensure conference rooms and executive meeting spaces are fully operational.

· Manage and update support tickets, maintaining clear communication throughout the process.

· Conduct proactive daily walkthroughs for VIP users.

· Assist with onboarding: workstation setup, user configuration, and orientation.

· Maintain security standards and confidentiality of client information.

· Escalate issues appropriately while ensuring client satisfaction.

· Support remote access technologies (Citrix, VPN, Terminal Server).

· Assist with low-voltage cabling (CAT5e, CAT6, fiber) as needed.

· Document procedures, troubleshooting steps, and configurations for knowledge continuity.

Knowledge, Skills & Abilities

· Exceptional customer service with professionalism and empathy.

· Strong written and verbal communication skills.

· Ability to troubleshoot quickly in fast-paced environments.

· Independent and collaborative work style.

· Ownership mindset and proactive problem-solving.

· Effective time management and prioritization.

· Composure under pressure and strong interpersonal skills.

· Positive, adaptable, and self-motivated attitude.

Technical Environment

· ConnectWise

· M365 Admin Center

· RMM platform (Kaseya, NinjaOne, N-able)

· Remote support (TeamViewer, ScreenConnect, AnyDesk)

· Monitoring tools (Auvik, LogicMonitor)

· Documentation platforms (IT Glue, Hudu)

· Antivirus/EDR management portals

Qualifications

Education & Certifications

· Associate's degree in IT or equivalent is preferred.

· CompTIA A+ is required.

· Microsoft certifications are strongly preferred.

· Apple Certified Technician is strongly preferred.

Experience

· 2+ years in IT help desk or technical support.

· 2+ years supporting laptops, desktops, servers, and network devices.

· 2+ years of onsite field support experience.

· 1+ years of Apple hardware, macOS, iOS, and iPadOS is required.

· Familiarity with VPN, Citrix, RDS, VOIP systems is preferred.

· Active Directory, DNS, DHCP is preferred.

· Low-voltage cabling and fiber experience preferred.

· Knowledge of ConnectWise (Manage/Automate) is preferred.

Additional Requirements

· A valid Driver's License is required

· Willing and able to travel up to 70% locally is required.

· Ability to lift and move technical equipment of 50+ pounds is required.

This position offers the chance to work with wonderful people on cutting-edge projects. The company also offers virtually limitless growth opportunities, as well as very competitive compensation and outstanding benefits that include:

· Medical/Vision/Dental insurance

· Life insurance

· Company paid short/long-term disability

· Educational assistance

· Employee assistance program

· Adoption assistance

· 401(k) plan

· Bonus program

· Flexible Work Schedule

Our company celebrates diversity and is committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: $40, $70,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person