IT Field Technician

IT Field Technician

Employment Type: Full Time
Supervisor: IT Operations Manager
Location: Store Support Center (primary field travel) 

Job Description

The IT Field Technician installs, maintains, and repairs computer hardware, network infrastructure, and retail technology systems across all Theisen's locations. This role serves as the company's primary on-site technical resource for hardware deployment, network installs, physical troubleshooting, and field implementation support, traveling to store and corporate locations as needed. The Field Technician is expected to work independently in the field, assess technical issues, recommend practical solutions, and carry out approved infrastructure and technology initiatives in coordination with the IT Operations Manager and broader IT team. A successful Field Technician is hands-on, organized, and comfortable using sound technical judgment in a fast-paced retail environment, with strong problem-solving skills and the physical ability to perform installation and repair work.

Qualifications

• Education: Vocational training or an associate’s degree in a Computer Science related field. 
• Experience: 2 - 4 years of educational or on-the-job experience in IT hardware or field service. 

Key Responsibilities

• Install, move, maintain, and repair computer equipment, mobile retail devices, network hardware, and assorted peripherals at store and corporate locations. 
• Perform on-site network installs and upgrades, including switches, access points, firewalls, and structured cabling, following approved standards and escalating design or configuration decisions as appropriate.
• Support the testing and implementation of new procedures, hardware, software upgrades, and technology initiatives, including identifying field impacts, providing technical input, and documenting installation outcomes.
• Coordinate assigned field technology projects, such as store refreshes, new equipment rollouts, remodel support, and infrastructure upgrades, ensuring work is completed accurately, timely, and in alignment with direction from IT leadership.

Evaluate on-site technical conditions, troubleshoot independently, and recommend corrective actions or improvement opportunities while partnering with the IT Operations Manager on broader infrastructure planning and design decisions.

• Install, maintain, and troubleshoot security camera (CCTV) hardware and software, including ongoing updates. 
• Maintain Point of Sale hardware, payment card devices, scanners, receipt printers, and cash drawers. 
• Support Internet access infrastructure at store locations, including routers, modems, and various connection mediums (DSL, Broadband, Fiber Optic). 
• Travel to retail and corporate locations to perform field service work, new store builds, and installs, including overnight travel as required. 
• Maintain trouble logs on hardware and field service requests using the ticketing system. 
• Prepare and maintain procedural documentation for hardware installation and field service processes. 
• Coordinate with the Support Analyst and IT operations team to resolve escalated or on-site hardware issues identified through the help desk. 
• Complete regularly scheduled site visits to each store — targeting every two months when not engaged in reset or construction projects — performing preventive maintenance, inspections, and on-site issue resolution. 
• Maintain clean, organized, and documented server rooms and network closets at all store locations, including cable management and equipment labeling. 
• Any other duties as requested by management. 

Required Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Technical Experience / Competencies

Equipment: Desktop computers and peripherals, Windows servers (physical and virtualized), Windows mobile devices, IBM AS/400, network switching (Layer 3 experience a plus), perimeter security devices (firewalls), Point of Sale hardware, payment card devices, network and CCTV surveillance systems, VoIP phone system hardware, structured cabling installation and troubleshooting. 

Software

Windows 11, Windows Server 2012/2016/2019, Microsoft Office Suite, system backup software, antivirus products, RMM/MDM tools, enterprise POS software experience a plus. 

Soft Skills

Ability to read and interpret operating and maintenance instructions, procedure manuals, and diagrams; basic math and project budgeting skills; ability to work independently in the field; sound technical judgment to assess issues, prioritize work, and recommend solutions within established IT standards; ability to collaborate with IT leadership on project planning, implementation considerations, and infrastructure improvements; high level of integrity and business ethics.

Physical Demands

Frequent physical demands include sitting, standing, walking, dexterity, and light grasping. Occasional physical demands include lifting to 50 lbs., bending, stooping, reaching, kneeling, squatting, climbing stairs, and firmly grasping. The employee must be able to hear and speak to accept incoming calls. Specific vision abilities required include vision adequate to perform the responsibilities of the job efficiently. The associate must have manual dexterity to operate a computer and other basic office and field equipment.

Work Environment and Working Conditions

Work Location / Hours

Work is performed primarily in the field at store facilities, with time at the corporate office as needed. The work environment is fast-paced and may require last-minute requests and deadlines. 

Work Hours: First Shift (7:30am-4:00pm or 8:30am-5:00pm with half-hour lunch). Occasional flex time when after-hours patching, installations, or system upgrades are needed. 

Travel Requirements

This role carries primary responsibility for field travel up to 80%. The Field Technician may be required to travel up to 200 miles (one way) from the Dubuque Headquarters to perform field service work and install at store locations. Some trips will require overnight stays due to project length. Travel, meals, and lodging expenses are covered by the company. Company vehicles are available, and mileage is reimbursed for personal vehicle use. 

Evening and Weekend On-Call

Support team members share a rotation of weeknight and weekend on-call service. Contact after hours is never later than 9:00PM (locations close at 8:00PM). Though support calls are infrequent and often easily resolved, the Technician is expected to answer all requests and respond within 15 minutes of a call. The Technician is compensated at time-and-a-half for all on-call responses, with a minimum of one hour paid for every response. 

Benefits

Part-Time and Full-Time Eligible:

• Competitive match on 401K
• PTO
• Holidays
• Birthday-off with pay
• Associate discount and many other benefits

Full-Time Also Eligible:

• Health insurance
• Dental insurance
• Vision insurance 
• Flexible spending accounts
• Short-term and long-term disability

Company Culture and Values

At Theisen's, our company culture is built on a foundation of respect, collaboration, and service to our communities. We believe in putting Customer First, working together as One Connected Team, and always finding ways to Give Back. These three pillars guide how we approach our work and interact with each other every day.

We are committed to fostering an inclusive and supportive environment where every associate is valued and encouraged to grow. At Theisen's, we strive to make a positive impact on our customers, our communities, and each other, creating a workplace where hard work, dedication, and innovation are celebrated.

Theisen’s is proud to be an Equal Opportunity Employer. We do not discriminate against any associate or applicant for employment based on race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, disability, status as a veteran, or any other federal, state, or local protected class.