Job Description

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting 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.

Do you like helping others? Are you a well-rounded IT technician? Do you enjoy a dynamic environment where every day is a little different? If so, this might be the right position for you!

We are seeking an experienced and customer-focused Field Technician II to join our team. This position is unique in that you will be dedicated full-time to providing IT support and project services to one of our key customers. The ideal candidate is not only technically proficient but also possesses exceptional interpersonal and customer service skills. You will be responsible for providing both onsite and remote support for desktop, server, and networking issues, as well as participating in IT projects to enhance the customer’s infrastructure.

Key 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:

• Technical Proficiency:
• • 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).
  • Familiar with administering dental practice line of business applications (e.g. Dentrix, Open Dental, EagleSoft).
  • 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.
• Customer Service Skills:
• • 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.
• Additional Skills:
• • 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.

Benefits:

• Competitive salary
• Comprehensive health benefits
• Unlimited paid time off
• Opportunities for professional growth and development
• Collaborative and supportive team environment