At JH Kelly, we're seeking a customer-focused IT Field Support Specialist to join our IT Infrastructure team and provide hands-on technology support to employees across our offices and active construction jobsites. This is a primarily field-based role requiring regular travel to jobsites throughout our service area, where you'll serve as a trusted liaison between field operations and the IT team. If you enjoy troubleshooting technology issues, building strong relationships with users, and working independently in dynamic environments, this is your opportunity to make an impact with a legacy construction leader.
About Us
Celebrating over a century of excellence, JH Kelly is a fourth-generation, family-owned construction powerhouse with a legacy of tackling complex commercial and heavy industrial projects. With offices in Vancouver, Longview, Seattle, Bellingham, WA, and Milwaukie, OR, we’re an industry leader fueled by an award-winning team known for safety, quality, and a tight-knit, dynamic culture. Curious about our story and impact?
Check us out at https://www.jhkelly.com/
Check out our job openings here: www.jhkelly.com/open-positions/
Pay Range: $25–$33 per hour (DOE), FLSA non-exempt (overtime eligible).
Benefits Package
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Comprehensive Medical/Vision/Rx – Dental/Ortho Coverage: JH Kelly pays 87.5% of total premiums.
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Paid Vacation and Holidays: Generous PTO model to support work-life balance.
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401K: 50% company match on the first 6% of employee contributions.
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Life Insurance, AD&D, STD & LTD: Paid 100% by JH Kelly.
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Annual Performance Bonuses: Opportunity for additional compensation based on performance.
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Profit Sharing: Participate in JH Kelly’s profit-sharing program. Averaging 9% of total compensation for the past 10 years.
Here’s a deeper dive into your responsibilities:
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Travel to construction jobsites and remote locations to provide hands-on technology support to project teams, field leadership, and employees.
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Serve as a liaison between field operations and the IT Infrastructure team, ensuring accurate issue reporting, clear communication, and timely resolution.
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Troubleshoot and resolve day-to-day technology issues impacting field productivity.
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Support jobsite technology including laptops, rugged devices, shared workstations, mobile devices, printers, scanners, and communication tools.
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Independently assess and resolve issues while recognizing when escalation to senior IT personnel or vendors is required.
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Answer and triage inbound IT support calls and help desk tickets.
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Gather required information, create and update support tickets, and communicate expectations to users.
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Resolve common Tier 1 issues involving:
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User accounts and passwords
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MFA support
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Microsoft 365 applications
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Email and Teams
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Printing
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VPN and Wi-Fi connectivity
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Workstation troubleshooting
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Utilize approved remote support tools to assist employees at offices and jobsites.
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Document troubleshooting activities, resolutions, and communications while meeting established service expectations and response goals.
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Troubleshoot jobsite connectivity and mobile infrastructure issues, including:
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Wi-Fi connectivity
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VPN access
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Cellular hotspots and mobile internet devices
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Network-connected printers and peripherals
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Temporary field office A/V systems
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Coordinate with vendors, service providers, and internal IT teams regarding equipment replacements, connectivity issues, and site readiness requirements.
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Assist with deployment and support of field technology solutions that enable project operations.
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Assist with imaging, provisioning, deployment, replacement, and lifecycle management of field-issued devices.
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Install, configure, and support monitors, docking stations, printers, cameras, and related peripherals.
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Support onboarding and offboarding activities, including device setup, software installation, and account access requests.
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Maintain accurate asset tracking and inventory records as assigned.
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Create and maintain field-friendly knowledge base articles, quick-reference guides, and how-to documentation.
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Assist with user training and orientation on Microsoft 365 tools, MFA, printing, access procedures, and field technology processes.
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Identify recurring issues and work with the IT team to improve support workflows, documentation, and communication strategies.
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Contribute to continuous improvement initiatives that reduce repeat incidents and improve user experience.
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Follow company IT policies, change management processes, and security best practices.
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Promptly identify and report suspected security incidents and policy violations.
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Maintain professionalism, accountability, and a strong customer-service mindset when supporting employees in office and field environments.
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Experience: Minimum of 1–2 years of experience providing IT support, help desk, desktop support, or technical customer service. Experience troubleshooting technical issues and supporting end users in a business environment. Experience using a ticketing system or willingness to learn. Ability to clearly document work performed and communicate updates to users.
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Education: High school diploma or GED required. Preferred: Associate degree, relevant coursework, or equivalent training/certification(s) (e.g., CompTIA A+, ITIL Foundation, Microsoft MS-900).
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Skills:
- Professional, friendly phone and in-person communication; able to ask good questions, de-escalate issues, and set clear expectations.
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Structured troubleshooting approach and ability to follow standard procedures/knowledge base articles; knows when to escalate.
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Strong written communication and documentation skills for ticket updates, troubleshooting notes, and knowledge base contributions.
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Excellent time management and prioritization; able to handle multiple tickets and calls while meeting response targets.
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Collaborative and dependable; works effectively with an on-site team and remote IT teammates.
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Experience supporting Microsoft 365 (Teams, OneDrive, SharePoint, Outlook) and Windows 10/11.
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Familiarity with endpoint management and deployment tools such as Intune, PDQ, Autopilot, or Jamf.
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Basic networking knowledge, including Wi-Fi troubleshooting, VPN connectivity, printers, and related infrastructure technologies.
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Mindset: Strong customer service mindset; patient and supportive with users of varying technical skill levels.
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Requirements: Ability to work on-site and travel to job sites or other offices as required by business needs.
Physical Requirements
This position requires the ability to travel to jobsites and move safely through active work environments (including walking on uneven terrain and climbing stairs/ladders where applicable and permitted). Occasional standing, walking, bending, kneeling, and reaching. Ability to lift/carry and handle IT equipment up to 40 lbs. (e.g., monitors, small printers, laptops, networking gear). Manual dexterity/hand-eye coordination for handling equipment and performing basic hardware swaps/cabling. Ability to communicate clearly and effectively, verbally and in writing. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
