Field Services Technician (Lowell)

We have an immediate opening for a Field Services Systems Analyst I or II position within one of our office locations. With our great working environment and staff, there is no doubt that there is an opportunity for growth and development on both a professional and personal level.

Pinnacle IT is a progressive, 30+ year-old professional technology services company serving small and medium businesses with a focus on professional services such as law firms, municipalities, and healthcare. We are headquartered in Little Rock, and our focus is to provide on-site and remote IT support along with a full complement of technology services. Our ability to execute and get the job done right the first time separates us from our competition.

The Field Services Systems Analyst I or II is responsible for delivering reliable, high-quality on-site IT support to clients. This role includes installing and maintaining computer hardware, assisting with client onboarding, documenting systems and procedures, and providing exceptional customer service. The technician must be detail-oriented, self-motivated, and capable of handling a wide variety of tasks in dynamic environments.

Primary Job Duties:

· Visit client sites to troubleshoot and resolve hardware or system issues.

· Respond to emergency service calls and critical incidents with urgency and professionalism.

· Perform on-site assessments and address problems effectively.

· Assist with client onboarding and offboarding requests as needed.

· Troubleshoot and resolve hardware or system issues.

· Guide clients through troubleshooting steps and help them better understand their systems and tools.

· Set up and configure client email accounts, ensuring clear documentation of steps and outcomes.

· Work with clients to remotely assess and resolve issues across software, user access, device connectivity, and configurations.

· Configure and deploy desktops, laptops, printers, and other equipment.

· Replace or decommission hardware as needed.

· Set up new systems with proper baselines to prevent minor issues recurring.

· Maintain detailed knowledge of assigned clients’ infrastructure and computer setups.

· Apply specialized knowledge for specific client environments where required.

· Identify and report any issues or inconsistencies in client setups during site visits.

· Maintain accurate and timely ticket notes, including task details and time tracking.

· Document PC setups, account creations, and any changes to client systems.

· Update internal documentation and client records regularly to support team efficiency.

· Serve as a primary face of the company for many clients.

· Communicate clearly and professionally with clients regarding service issues or updates.

· Build rapport and trust with client contacts through consistency and professionalism.

· Accurately move tickets to the appropriate service board and effectively hand-off to the applicable team (e.g., Field Service or Sales) as issues evolve or require quoting/product fulfillment.

· Collaborate with sales teams to help assess clients’ product or hardware needs.

· Help maintain overall board hygiene by addressing stale or overdue tickets.

· Assist with and own escalations from junior technicians within the company. (Analyst II)

· Work closely with other technical teams on larger projects such as migrations or deployments.

· Provide input and technical support as part of project planning and execution.

· Share relevant information with internal stakeholders to support cross-departmental coordination.

· Follow instructions from remote team members when acting as on-site support.

· Ensure proper handoff of information for follow-up or escalation. (Analyst II)

· Reliable and self-sufficient in managing time and tasks.

· High attention to detail and thoroughness in task completion.

· Willingness to respond to urgent requests or emergencies as needed.

· Provide basic IT assistance within the company office when on-site.

· Assist with office-related technical tasks and equipment setups as needed.

· Travel required for client engagements, emergencies, or project support.

Experience & Skills Required:

· Experience in IT support or field service technician roles.

· Basic understanding of:

o Security, Systems and Networking knowledge. (Analyst I)

o Microsoft 365 Services and Applications. (Analyst I)

o Microsoft Azure Cloud Environment. (Analyst I)

· Strong understanding of:

o Windows and Mac operating systems.

o Computer hardware installation, configuration, and maintenance.

o Printers, peripherals, and end-user support.

o Security, Systems and Networking knowledge. (Analyst II)

o Microsoft 365 Services and Applications. (Analyst II)

o Microsoft Azure Cloud Environment. (Analyst II)

· Ability to troubleshoot ‘new-to-you’ software.

· Team-oriented mindset with flexibility to assist across different functions.

· Excellent attention to detail as well as strong written and verbal communication skills.

· Excellent troubleshooting, analytical thinking, and problem-solving skills.

· Detail-oriented with excellent documentation practices.

· Reliable, honest, and timely.

· Strong ability to communicate complex instructions verbally.

· Ability to work outside of normal business hours.

Physical Requirements:

This position requires the ability to perform the following essential functions with or without reasonable accommodation:

· Occasionally lift and move equipment weighing up to 50 pounds.

· Frequently bend, kneel, crouch, and work in confined spaces, such as under desks or in server rooms, to perform installations, maintenance, and troubleshooting.

· Use of hands and fingers to handle cables, tools, and small components.

· Stand, walk, and move throughout client sites or office environments as needed.

Interpersonal and Communication Requirements:

· Communicate effectively with clients, team members, and supervisors in a courteous, professional, and respectful manner.

· Collaborate in a team environment, demonstrating active listening, empathy, and problem-solving in both verbal and written interactions.

· Maintain a professional demeanor and appearance in various workplace settings, including high-pressure or time-sensitive situations.

· Demonstrate flexibility and adaptability when working with peers, clients, and vendors of diverse backgrounds, roles, and communication styles.

· Appropriately interpret and respond to verbal and nonverbal cues, ensuring productive dialogue and positive working relationships.

This position requires the ability to perform the following cognitive tasks with or without reasonable accommodation:

· Apply sound judgment and decision-making in routine and non-routine situations.

· Prioritize multiple tasks or projects while managing time effectively in a fast-paced environment.

· Analyze problems, troubleshoot issues, and develop logical solutions based on available information.

· Maintain attention to detail and accuracy while completing tasks, reports, or documentation.

· Retain and apply procedural or technical knowledge as it relates to the role’s responsibilities.

· Adapt to changes in priorities, procedures, and technologies; adjust quickly to changes of assignments.

· Able to identify when escalation is necessary and take appropriate action to involve higher-level support or leadership.

· Demonstrates sound judgment in escalating complex or high-impact issues while maintaining clear communication with team members and stakeholders.

· Work independently or as part of a team, demonstrating initiative and reliability.

Other Expectations:

· Must be logged in to your workstation and ready to work by the beginning of your shift (e.g., 8:00 AM).

· Must possess and maintain a valid Arkansas driver’s license and present it upon request when performing job duties which require operating a vehicle.

· Must have reliable transportation.

· Primarily on-site at client locations or company offices.

· Occasional lifting or moving equipment (PCs, monitors, etc.).

This job description describes the general nature and level of work being performed. It is not meant to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties may change or be assigned as needed to meet business requirements.

Pinnacle IT is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status under applicable law.

We are committed to providing a work environment that supports individuals of all backgrounds and abilities. If you require reasonable accommodation during the application or interview process, or to perform the essential functions of this position, please let us know.

How do I apply for the position?

Send your resume and your Microsoft, CompTIA or other certification credentials by responding to this posting. Qualified applicants will be contacted to schedule an interview.

Make your talents known today! This is an immediate opening. Please, no phone inquiries.

Pay commensurate with experience. A background & reference check is required.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position.

Job Type: Full-time

Salary: $20.00 - $25.00 per hour

Benefits:

• Health insurance
• 401(k)
• 401(k) matching
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement

Experience level:

• Minimum of 3 years

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday

Experience:

• Field services: 3 years (Preferred)
• Windows: 3 years (Preferred)

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement

Application Question(s):

• Are you located within 20 minutes driving distance from Lowell, AR 72745?

Location:

• Lowell, AR 72745 (Preferred)

Work Location: In person