Field Technician

Job Description

Job Description

We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love .

Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.

Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.

Our achievements speak for themselves : named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN's 2023 Solution Provider 500, and recognized in Gartner's 2024 Magic Quadrant™. Most recently, we were awarded PAX8's 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.

Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

The Hybrid Field Technician is an in-house IT professional, qualified to provide superior customer support to client needs and requests. This position requires a strong ability to troubleshoot and solve a variety of IT related issues, as well as the capability to identify challenges that may necessitate additional team support in order to best serve the client. You should have experience in a client server environment with basic conceptual network understanding. This role provides first call response and resolution to clients consistent with the customer's SLA's. Support on a variety of desktops, systems, applications, networks, and mobile devices is in-line with the demands of this role. The schedule for this position is M-F 8AM - 5PM EST.

THIS ROLE REQUIRES CLIENT SITE VISITS IN QUEENS / WESTERN LONG ISLAND, NEW YORK. THEREFORE, REQUIRES FLEXIBILITY FOR DISPATCH AS NEEDED. YOU MUST HAVE A VALID ID AND RELIABLE MEANS OF TRANSPORTATION.

RESPONSIBILITIES

• Provide Level Il technical support via phone and email to clients
• Handle first call resolution while building strong customer relationships
• Efficiently analyze, diagnose, troubleshoot, and resolve technical issues at desktop, server, and network level – or engage further resources if needed
• Ensure that IT network is being maintained to satisfy client requirements including monitoring of system performance and identification of system enhancements
• Update security programs and administer password changes to prevent unauthorized access to privileged data and information
• Administer system back-up and restoration processes
• Manage user workstation / server accounts, permissions, messaging systems (email, instant message), anti-virus and anti-spam
• Document client issues and resolutions to maintain internal knowledge base
• Maintain an awareness of customer's SLA and support efforts to stay within the boundaries of the SLA
• Participate in general meetings, company trainings, and orientation updates
• On-call rotation required

DESIRED SKILLSET / EXPERIENCE

Advanced knowledge of :

Basic Knowledge of :

ADDITIONAL SKILLS

Additional Requirements

Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States. Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can't wait to see what unique perspectives you'll bring to our team!