Intermediate Field Technician; Help Desk​/Communications Focal Point; CFP

Overview

At Vision IT, we prioritize the well-being and success of our employees, their families, and our customers. As an Intermediate Field Technician, you will play a vital role in providing support for incident troubleshooting and remediation, both remotely and on-site. This position requires a solid technical foundation, problem-solving skills, and the ability to work collaboratively with teams to ensure effective IT service delivery.

You will manage incident and service request tickets, address technical issues, and contribute to the improvement of the IT environment.

• Provide Tier 1 and Tier 2 incident troubleshooting and remediation, resolving both hardware and software issues. Deliver remote support as well as on-site deskside support to ensure optimal service delivery and issue resolution.

• Manage, update, and monitor incident and service request tickets within the EITSM system. Ensure that all updates are completed in line with Wave One operating processes and procedures, including tracking status, assigned groups, routing, and identifying constraints to service delivery.

• Analyze incident and service request data to identify patterns or recurring issues. Proactively resolve IT environment issues to minimize service disruptions and prevent recurring problems.

• Collaborate with internal teams, including the End-User Support Desk (ESD), UEM/Engineering, EUMOC, and external vendors as necessary. When required, elevate complex issues to higher-tier support teams (Tier 3 or Tier
  4) for further troubleshooting and resolution.

• Maintain detailed records of incidents and service requests, documenting all actions taken and providing clear summaries of resolution efforts. Generate reports and track ongoing issues to analyze trends and drive continuous improvement.

• Maintain a customer‑centric approach by providing timely, effective, and professional support. Work to resolve issues promptly while clearly communicating with end‑users, ensuring satisfaction and minimizing disruptions to their work.

• 3-5 years of experience in a technical support or field technician role, preferably in IT or a related field.
• Strong understanding of incident management and troubleshooting, including remote and deskside support for both hardware and software issues.
• Experience working with EITSM systems for incident and service request ticket management.
• Strong problem‑solving and analytical skills, with a proactive approach to identifying and resolving IT issues.
• Ability to work effectively with cross‑functional teams to ensure smooth and efficient service delivery.
• Basic knowledge of IT systems, networking, and common troubleshooting methods.
• Excellent written and verbal communication skills.
• A customer‑focused approach, with the ability to provide clear instructions and support to end‑users.

• Certification in ITIL, CompTIA A+, or related technical certifications.
• Experience with remote desktop support tools and management software.
• Familiarity with Wave One operating processes and procedures.

• Ability to travel to on‑site locations for deskside support.
• Ability to lift and move IT hardware as needed (up to 50 lbs.).
• Ability to work effectively in a fast‑paced and dynamic environment.

• This position requires work in both office and remote environments, depending on the nature of the support request.
• Interaction with internal teams and external vendors to resolve technical issues and ensure effective service delivery.

• The Intermediate Field Technician plays a key role in managing day‑to‑day IT incidents and ensuring service delivery meets customer expectations. This position requires the ability to handle high‑priority incidents, provide effective support, and collaborate with various teams to ensure overall IT service success.

At Vision IT, we lead with People First, ensuring our employees and customers thrive. We…