Field Service Technician | Help Desk Analyst

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 13, 2026

Salary

Not verified

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Customer Success From the posting source checked Jun 20, 2026

Seniority

Mid From the posting source checked Jun 20, 2026

Work mode

Remote From the posting source checked Jun 20, 2026

In-office days

0 days From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Field Service Technician | Help Desk Analyst United States #LI-AM1 #LI-Remote Essential Functions and Primary Duties Field Service & On-Site Support Travel on-site to customer office locations for equipment setup, troubleshooting, and new customer onboarding (estimated 40-60% travel). Troubleshoot or repair customers' onsite hardware such as network equipment, desktop workstations, monitors, telephony devices, and cabling. Periodically work with project team to perform IMAC (Install, Move, Add, Change) tasks e.g., rack and stack, access point deployment, or cable runs. Help Desk & Ticket Management Engage customers via phone, email, and self-service portals; create and dispatch trouble tickets in a timely and professional manner. Troubleshoot and address first-level support tickets, following up on previously dispatched tickets to ensure first-call resolutions are met. Monitor and manage the ticket queue, assuming ownership of assigned tickets and following up through resolution in accordance with SLAs. Consistently adhere to defined department policies and procedures for processing, escalating, notifying, and closing tickets. Gather sufficient information from customers for proper handoff to other technicians where needed; fully document all information gathered in the ticketing software system. Perform ticket updates including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details. Client Service & Communication Deliver excellent customer service, fostering trust and confidence in technical expertise. Provide timely technical support to clients with minimal disruption to their daily operations. Provide client training on newly implemented systems and technologies. Maintain strong and consistent communication with internal staff and customers. Schedule ETA commitments in alignment with client preferences, ensuring

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