Field User Support Specialist

About Lockstep

Lockstep Technology Group is a leading IT solutions provider focused on digital transformation, cloud architecture, security & emerging solutions. Our mission is to empower Technology teams to be strategic enablers in their organizations. We eliminate the distractions and complexity of infrastructure, security, and access.  We believe today’s technology leaders are co-creators of tomorrow’s strategies, in a world that requires technology to optimize outcomes while evolving in real-time through the adoption of new tools.  Lockstep fosters innovation by also empowering employees in an environment where the core values of honesty, commitment, trust, and respect create a high-performing, cohesive team.

Job Summary

 The goal of a Field User Support Specialist is to provide timely, high-quality technical assistance to computer users while delivering a calm, reassuring experience during challenging situations. As a patient listener and clear communicator, the specialist serves as the initial point of contact for clients, using active listening and targeted questions to accurately understand issues and ensure the support team has the necessary information to resolve them efficiently. This role is essential to maintaining the company’s high standards and strong reputation by understanding and communicating applicable client SLAs (Service Level Agreements), setting clear expectations through accurate ETRs (Estimated Time of Resolution), and ultimately delivering a phenomenal support experience that drives client satisfaction. 

What we offer

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) Plan with a company match
• Short-term/long-term disability and life insurance
• Flexible PTO
• 8 company-paid holidays and 1 floating holiday
• Employee Assistance Program (EAP)

What You'll Own

• Resolve technical issues for users via telephone, electronically, or in-person.
• Pre-process service requests as they arrive via phone, manual entry, or direct client input.  
• Enter all work items as service requests in the ticketing system. 
• Answer user questions regarding computer hardware and software, printing, scanning, email, operating systems, and connectivity. 
• Use the ticketing system to record all technical issues, remedial actions, installation activities, and solutions. 
• Follow documented procedures in the technical knowledge base.  
• Perform remote troubleshooting through pertinent questions and diagnostic techniques. 
• Follow design or installation specifications to install and perform repairs to hardware, software, or peripheral equipment. 
• Set up equipment for user needs, performing or ensuring proper installation of cabling, operating systems, or appropriate software.
• Work towards resolution per the applied SLA within the budgeted timeframe and skillset. 
• Escalate advanced or unresolved tickets to the next level of support personnel or vendors. 
• Contribute to knowledge base training materials and procedures. Follow up with clients to ensure their systems are fully functional. 
• Other tasks as assigned by the supervisor.

What We're Looking For 

• Remote Troubleshooting: Ability to identify, diagnose, and determine the root cause of technical issues.
• Technical Aptitude: Strong working knowledge of computer operating systems, applications, peripheral devices (e.g., printers, scanners), mobile devices, and related technologies.
• Typing & Documentation Skills: Ability to listen actively while typing efficiently, using clear, concise, and professional written communication.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Client Focus: Demonstrated commitment to delivering a positive and professional client experience.
• Adaptability & Learning Mindset: Eagerness to learn new technologies and adapt in a fast-paced environment.
• Self-Motivation: Ability to work independently, manage time effectively, and take initiative.
• High School Diploma or GED. 
• At least two years of relevant experience.   

Preferred qualifications:   

Associate’s or technical degree in an IT discipline.  

CompTIA A+ 

What to Expect

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand and walk, use hands to finger, handle, or feel, reach with hands and arms, and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision and the ability to focus. Occasionally will have to work in outside weather conditions. May also be required to use specialized equipment, machines, drive loading truck. Must be able to lift at least 50 pounds. 

This role is required to work on client sites.

Equal Opportunity Employer 

Lockstep Technology Group is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.