Field Agent/ Onsite IT Technician at Paragus IT in Hadley, MA

Summary: Paragus IT is the largest outsourced vendor in Western and Central MA, dedicated to delivering exceptional, human-first IT experiences. The CSM Field Agent role focuses on providing routine onsite support, solving problems effectively, and acting as a dependable extension of the Client Support Manager. Responsibilities: - Execute a schedule of 1 to 2 routine onsites per day to provide consistent, professional support - Conduct staff visits, survey sites for opportunities to improve workflows, and deliver direct, hands-on solutions - Take ownership of issues that cannot be quickly resolved by Rapid Response Agents but do not require a Senior Case Agent - Follow ACTS Principles (Acknowledge, Capture, Take it Home, Strategize) to ensure an exceptional solution for every assigned case - Apply CARES Principles (Connect, Analyze, Resource, Explain, Surpass) to prioritize an exceptional human experience alongside the technical fix - Maintain elite performance metrics, including an 80-90%+ first-touch resolution rate and 98-99%+ SLA adherence - Drive our primary success metric—Customer Satisfaction (CSAT)—aiming for a 95-98%+ score by delivering hands-on, human-centric support - Keep internal documentation current and capture any physical context or client nuance necessary for downstream decisions - Surface high-quality recommendations, headlines, and onsite observations to feed CSM planning Required Qualifications: - Strong experience supporting Microsoft 365 and MS Office applications - Proven ability to set up new computers, configure hardware, and troubleshoot printers - CompTIA A+ certification is a strong plus - Valid driver's license, reliable transportation, and the ability to travel locally to client sites on a daily basis - Strong ability to actively listen, interpret client needs, and translate technical solutions into clear, human language - Highly dependable, organized, and capable of working independently in the field - Proactive and self-driven with a strong sense of ownership Required Skills: Microsoft 365, MS Office applications, Computer setup, Hardware configuration, Printer troubleshooting, CompTIA A+ certification, Dependability