Overview
SJA Solutions is seeking a full-time, in-office Field Support Technician to provide exceptional technical support to our clients through a blend of phone-based support and onsite service visits.
This role is ideal for someone who enjoys working directly with people, troubleshooting technology issues, and building strong client relationships. A typical week includes assisting clients over the phone, responding to support requests, remotely troubleshooting issues, and traveling to client locations for hands-on technical support, deployments, and installations.
The successful candidate will be customer-focused, technically curious, and comfortable communicating with clients in both remote and face-to-face environments.
Key Responsibilities
- Provide Tier 1 technical support to clients via phone, email, and remote support tools
- Travel to client locations for deployments, troubleshoot and resolve technical issues
- Install, configure, and deploy workstations, laptops, printers, and other hardware
- Support Microsoft 365 applications and services
- Perform basic Active Directory administration and troubleshooting
- Troubleshoot Windows and macOS operating systems
- Assist with user onboarding and workstation setups
- Document support activities and maintain accurate records
- Escalate complex issues to higher-level technicians when necessary
- Deliver exceptional customer service during every client interaction
What We're Looking For
- Strong customer service and communication skills
- Comfortable spending a significant portion of the day on the phone assisting clients
- Ability to build rapport and communicate professionally with clients onsite
- Detail-oriented and organized
- Self-motivated and eager to learn
- Strong troubleshooting and problem-solving skills
- Ability to prioritize multiple tasks in a fast-paced environment
- Positive attitude and team-first mentality
Preferred Qualifications
- Previous IT support, help desk, or technical support experience
- Experience supporting Microsoft 365 environments
- Familiarity with Active Directory
- Experience supporting Windows and macOS devices
- Knowledge of computer hardware installation and troubleshooting
- Relevant technical certifications are a plus
Work Environment
- Full-time, in-office position based in Grand Rapids, MI
- Combination of phone support, remote support, and onsite client visits
- Regular local travel to client locations
- Collaborative and team-oriented environment
- Opportunity for growth and professional development
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
