Job Description
Job Description
ABOUT SOURCEPASS
At Sourcepass, we're redefining what it means to be an IT partner. We deliver more than support to our clients; we deliver transformation. By combining excellent service, strategic guidance, and proprietary innovation, our award-winning team helps to simplify technology and amplify results for our clients. Empowered by Quest®, our intelligent IT management platform, we ensure our clients have complete visibility, proactive security, and smarter decision-making to maximize their IT function. Sourcepass is honored to have been recognized by various industry leaders, including Channel Futures, Inc., The Channel Co., Channel Insider, Acronis, and more. We have been named to the CRN Tech Elite 250 and CRN MSP 500 in 2026 and were named the Acronis Service Provider of the Year, Pax8 Global Partner of the Year, and were among the Forbes Best Startup Employers in 2025 & 2026, among other recent awards. With local roots and national reach, Sourcepass empowers businesses across industries to focus on what matters most: their people, their mission, and their growth. If this matters to you as well, let's work together on empowering our client's teams, protecting their data, and enabling their growth.
Join us and be part of our journey toward even greater accomplishments.
POSITION SUMMARY
The Hybrid Field Technician is an in-house IT professional, qualified to provide superior customer support to client needs and requests. This position requires a strong ability to troubleshoot and solve a variety of IT related issues, as well as the capability to identify challenges that may necessitate additional team support in order to best serve the client. You should have experience in a client server environment with basic conceptual network understanding. This role provides first call response and resolution to clients consistent with the customer's SLA's. Support on a variety of desktops, systems, applications, networks, and mobile devices is in-line with the demands of this role. The schedule for this position is M-F 9AM-6PM EST. The salary for this position is $60,000-$70,000.
THIS ROLE REQUIRES CLIENT SITE VISITS IN THE EASTHAMPTON, MA REGION. THEREFORE, REQUIRES FLEXIBILITY FOR DISPATCH AS NEEDED. YOU MUST HAVE A VALID ID AND RELIABLE MEANS OF TRANSPORTATION.
RESPONSIBILITIES
- Provide Level Il technical support via phone and email to clients
- Handle first call resolution while building strong customer relationships
- Efficiently analyze, diagnose, troubleshoot, and resolve technical issues at desktop, server, and network level – or engage further resources if needed
- Ensure that IT network is being maintained to satisfy client requirements including monitoring of system performance and identification of system enhancements
- Update security programs and administer password changes to prevent unauthorized access to privileged data and information
- Administer system back-up and restoration processes
- Manage user workstation/server accounts, permissions, messaging systems (email, instant message), anti-virus and anti-spam
- Document client issues and resolutions to maintain internal knowledge base
- Maintain an awareness of customer's SLA and support efforts to stay within the boundaries of the SLA
- Participate in general meetings, company trainings, and orientation updates
- On-call rotation required
DESIRED SKILLSET/EXPERIENCE
Advanced knowledge of:
- Windows Desktop Operating Systems thru Windows 10.
- Windows Server Operating Systems thru 2016.
- Configuration and Administration of Active Directory and Group Policy Objects.
- Administration of Exchange Servers thru 2019.
- Office 365 Administration.
- Networking including TCP/IP, Switching and Wireless.
Basic Knowledge of:
- Mobile Devices and Mobile Device Management (Blackberry, Windows Mobile, Android and iOS)
- Basic Configuration and Administration of HP, Dell, Cisco & Meraki Networking
- VLAN's, Routing and Wireless
- SAN's and Shared Storage
ADDITIONAL SKILLS
- 2 or more years of post-education IT work experience OR Associates Degree in Computer Science, Information Technology or similar
- Must be able to work independently and in a team environment
- Self-motivated and accountable to own client issues to resolution
- Solid time management and organizational skills
- Excellent verbal and written communication and professional interaction with diverse clients and colleagues
- SQL and Citrix experience a plus
- Microsoft InTune experience a plus
- Ability to work at client locations with respect to client's work environment & staff
- Sensible attitude when navigating challenging situations and frustrated clients
Additional Requirements
- Valid ID: Candidates must provide a valid, government-issued ID to verify identity
- Reliable Transportation: Candidates should have reliable transportation to ensure punctuality to client sites
Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States. Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can't wait to see what unique perspectives you'll bring to our team!