Field Technician II

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

YOU MUST BE IN THE OKC AREA WITH RELIABLE TRANSPORTATION TO BE CONSIDERED FOR THIS ROLE

Position Overview

Responsibilities

• Provide day-to-day troubleshooting and technical support for desktop, server, and network-related issues.
• Perform remote and onsite diagnostics and repairs of hardware and software systems.
• Lead and participate in various IT projects such as hardware upgrades, migrations, and network installations.
• Ensure customer satisfaction by proactively identifying potential issues and resolving them efficiently.
• Document troubleshooting and resolution steps in our service management platform (ConnectWise or similar).
• Communicate effectively with the customer to build trust and ensure they feel heard and supported.
• Serve as the primary point of contact between the customer and the internal team, ensuring a smooth service delivery.

Qualifications

• Solid knowledge of cloud platforms, data migration, cybersecurity, networking skills, and infrastructure as code (IaC).
• 5+ years of experience in desktop, server and networking support.
• Strong knowledge of Windows 10/11, Windows Server 2016 and newer, Active Directory, DNS, DHCP, and networking protocols.
• Experience with troubleshooting VPNs, firewalls, and network infrastructure.
• Familiarity with IT service management tools (e.g., ConnectWise, Autotask).
• Educational background in computer science or a related field, along with relevant experience and training.
• Familiarity with cloud computing tools such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and other leading cloud providers.
• Experience with management solutions like SharePoint, Teams, OneDrive, customer self-service solutions, and real-time traffic management.
• An outside-the-box mentality to be able to assess a network infrastructure, provide recommendations for improvement to meet modern-day best practices and client needs, while maintaining a security-conscious and cost-conscious mindset.
• Strong verbal and written communication skills with the ability to communicate complex technical concepts to non-technical users.
• Empathetic approach to interactions, ensuring customer needs are prioritized.
• A personality that aligns with customer service, where making the customer feel valued is a priority.
• Proactive problem-solving with a customer-first mindset.
• Focus on building long-lasting relationships with customers.
• A collaborative mindset to work effectively both onsite and remotely.
• Ability to manage multiple issues simultaneously and maintain strong attention to detail.
• Project management experience is a plus.
• Ability to work independently and manage time effectively.
• Strong verbal and written communication skills, along with the ability to collaborate with clients and team members.
• Willingness to adapt to rapidly changing cloud technologies and user needs that drive technological innovation.

Benefits

• Flexible PTO program
• 3.5% 401k match
• Health, Vision and Dental benefits.

Work Environment and Physical Demands

• Ability to work in varying environments, including outdoor settings and different weather conditions.
• Capacity to stand for extended periods and work at heights when necessary.
• Capability to lift, move, and handle equipment and hardware weighing 30 to 50 pounds, occasionally over 50 pounds with assistance.

This role will be hybrid, in Oklahoma City Metro area.