This role blends on-site field support with help desk coverage, incident response, and project work for MSP clients across New Mexico.

Provide on-site field support by diagnosing and repairing hardware and software issues.
Install and deploy systems and devices into client networks.
Perform repairs, site surveys, and preventive maintenance tasks.
Deliver technical support and training to end users.
Function as a Help Desk agent: log in to and actively manage an Automatic Call Distribution (ACD) system for inbound calls, tickets, and real-time assistance.
Handle incident responses, service requests, and project work such as migrations and deployments.
Document work thoroughly in the ticketing system; maintain network diagrams, asset inventories, and client records.
Follow and contribute to established processes and change management practices.
Occasional or frequent travel within New Mexico, potentially including overnight or extended stays; travel time is compensated.

2–5+ years of MSP or IT support experience, including field work and help desk operations.
ACD proficiency: proven ability to log in and efficiently manage an Automatic Call Distribution queue.
Broad technical knowledge across network infrastructure, routing and switching, wireless networking, server infrastructure, endpoints, cybersecurity, cloud-hosted services, virtual systems, server applications, and productivity software.
Hands-on experience with Microsoft operating systems, server applications, cloud services, endpoint applications and identity services; end-to-end deployment of endpoint systems; configuration, troubleshooting, and maintenance of networked devices and peripherals.
High-agency mindset: self-motivated, takes ownership, communicates proactively with customers and team, and resolves issues with minimal guidance.
Travel readiness: reliable personal transportation and the ability to travel to client sites within New Mexico (occasional to frequent), including overnight or extended stays; flexibility to use personal or company vehicles, including light-duty cargo vans.
Physical capability to work at heights, in confined spaces, and in crowded or public environments (such as schools or hospitals), and to move heavy equipment as needed.
Strong interpersonal skills and emotional intelligence to manage client expectations, de-escalate tense situations, and collaborate with technical and non-technical stakeholders.

U.S. Citizenship
Ability to pass a comprehensive background check and drug screening
Valid U.S. driver’s license with a clean driving record
Proof of current auto insurance meeting or exceeding state minimum requirements
Ability to obtain and maintain required security clearances or client-specific certifications

Field Technician / Help Desk Agent

Job Description