Field Technology Coordinator
$60,000 - $80,000 yearly
- Civic Tech
- Santa Fe, NM, United States
- Aug 30, 2026
Job Description
*Client Communication & Relationship Management*
*Overview*
Civic Tech LLC is an advanced IT Services company focused on elevating client outcomes by delivering Enterprise level IT capabilities to schools, local and municipal governments and small businesses. When we deliver white-glove IT Services to a client, we are a helpdesk first organization, and then back that up with high value, high touch onsite support when needed.
The Field Technology Coordinator fills this high touch/high value client engagement position, working on tickets that need a hands-on presence, managing special projects when needed, and most importantly keeping the client informed, supported, and engaged. We are looking for someone who is a communicator first, a project manager second, and comfortable enough with admin systems like Microsoft 365, Google Workspace, Windows 11 Control Panel, etc. to help resolve issues along the way.
_This is not a traditional Tier 1 or Tier 2 technician role. Candidates from technical-but-not-IT backgrounds — SaaS implementation, technical account management, HRIS/HR operations, or office management with hands-on vendor and systems responsibility — are strongly encouraged to apply, provided they can demonstrate comfort learning and navigating admin consoles and basic troubleshooting._
*Responsibilities*
* Serve as a trusted point of contact — setting expectations up front and following up proactively, not just when asked.
* Translate technical status (including delays or bad news) into plain language, including setting realistic expectations, clients can act on.
* Keep both internal and client stakeholders and account managers looped in on client sentiment and overall status.
* Coordinate directly with the helpdesk before, during, and after onsite — confirming what's already been tried, updating ticket status in real time, and closing the loop once resolved.
* Triage onsite to determine what's resolvable directly versus what needs to go to the Tier 2 escalation team (e.g., a downed server with an unresponsive iDRAC), and make that call promptly rather than sitting on it.
* Partner with Tier 2 on escalated issues — gathering onsite details, running guided remote-hands steps on their behalf, and relaying status back to the client in real time while they work the deeper technical problem.
* Lead onboarding of new clients into Civic Tech's managed environment (accounts, devices, baseline configuration).
* Scope new installation projects onsite — site walk-throughs, requirements gathering, rough timelines and resource needs — and hand off clean scopes to the ongoing management team.
* Track project milestones and communicate progress to both the client and internal team.
* Log work performed, decisions made, and open items in our ticketing system after every instance and visit.
* Provide brief, regular project and visit summaries to clients and internal leadership.
*Qualifications*
* Required: 2+ years in a client-facing or coordination role where proactively communicating progress was a core, measured part of the job.
* Required: Working comfort navigating administration environments in Microsoft 365 admin center and/or Google Workspace admin console (users, groups, organizational units, licensing).
* Required: Comfortable with basic hardware troubleshooting (printers, workstations, peripherals, network drops).
* Required: Able to work within a structured ticket/dispatch workflow — picking up a ticket from a queue, coordinating with the helpdesk on what's already been tried, and handing off cleanly to Tier 2 when needed.
* Required: Strong verbal and written communication, including the ability to deliver unwelcome or delayed news to a client without losing their confidence.
* Required: Valid driver's license, reliable transportation, and willingness to travel daily within the Santa Fe / Albuquerque / Española / Los Alamos service area.
* Required: Ability to pass a background check as we work with local government agencies and school districts.
* Preferred: College Degree
* Preferred: Experience scoping or coordinating technology projects, even informally (office moves, new-site installs, system rollouts).
* Preferred: Basic project management training or experience (formal PM certification not required).
* Preferred: Bilingual English/Spanish
*Physical Requirements & Work Environment*
* Daily driving across a roughly 120-mile regional service area (Santa Fe, Albuquerque, Española, Los Alamos); mileage reimbursed per company policy.
* Ability to lift and move IT equipment (printers, monitors, small servers) up to approximately 40 lbs.
* Comfortable working in a variety of client environments and adapting professionally to each site's culture and expectations.
* Occasional need to work outside standard hours to support a client project milestone or urgent issue, communicated in advance where possible.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
* 401(k)
* 401(k) matching
* Cell phone reimbursement
* Dental insurance
* Paid time off
* Vision insurance
Experience:
* System Implementation and Client Project Management: 2 years (Required)
Location:
* Santa Fe, NM 87505 (Required)
Ability to Commute:
* Santa Fe, NM 87505 (Required)
Work Location: In person
*Overview*
Civic Tech LLC is an advanced IT Services company focused on elevating client outcomes by delivering Enterprise level IT capabilities to schools, local and municipal governments and small businesses. When we deliver white-glove IT Services to a client, we are a helpdesk first organization, and then back that up with high value, high touch onsite support when needed.
The Field Technology Coordinator fills this high touch/high value client engagement position, working on tickets that need a hands-on presence, managing special projects when needed, and most importantly keeping the client informed, supported, and engaged. We are looking for someone who is a communicator first, a project manager second, and comfortable enough with admin systems like Microsoft 365, Google Workspace, Windows 11 Control Panel, etc. to help resolve issues along the way.
_This is not a traditional Tier 1 or Tier 2 technician role. Candidates from technical-but-not-IT backgrounds — SaaS implementation, technical account management, HRIS/HR operations, or office management with hands-on vendor and systems responsibility — are strongly encouraged to apply, provided they can demonstrate comfort learning and navigating admin consoles and basic troubleshooting._
*Responsibilities*
* Serve as a trusted point of contact — setting expectations up front and following up proactively, not just when asked.
* Translate technical status (including delays or bad news) into plain language, including setting realistic expectations, clients can act on.
* Keep both internal and client stakeholders and account managers looped in on client sentiment and overall status.
* Coordinate directly with the helpdesk before, during, and after onsite — confirming what's already been tried, updating ticket status in real time, and closing the loop once resolved.
* Triage onsite to determine what's resolvable directly versus what needs to go to the Tier 2 escalation team (e.g., a downed server with an unresponsive iDRAC), and make that call promptly rather than sitting on it.
* Partner with Tier 2 on escalated issues — gathering onsite details, running guided remote-hands steps on their behalf, and relaying status back to the client in real time while they work the deeper technical problem.
* Lead onboarding of new clients into Civic Tech's managed environment (accounts, devices, baseline configuration).
* Scope new installation projects onsite — site walk-throughs, requirements gathering, rough timelines and resource needs — and hand off clean scopes to the ongoing management team.
* Track project milestones and communicate progress to both the client and internal team.
* Log work performed, decisions made, and open items in our ticketing system after every instance and visit.
* Provide brief, regular project and visit summaries to clients and internal leadership.
*Qualifications*
* Required: 2+ years in a client-facing or coordination role where proactively communicating progress was a core, measured part of the job.
* Required: Working comfort navigating administration environments in Microsoft 365 admin center and/or Google Workspace admin console (users, groups, organizational units, licensing).
* Required: Comfortable with basic hardware troubleshooting (printers, workstations, peripherals, network drops).
* Required: Able to work within a structured ticket/dispatch workflow — picking up a ticket from a queue, coordinating with the helpdesk on what's already been tried, and handing off cleanly to Tier 2 when needed.
* Required: Strong verbal and written communication, including the ability to deliver unwelcome or delayed news to a client without losing their confidence.
* Required: Valid driver's license, reliable transportation, and willingness to travel daily within the Santa Fe / Albuquerque / Española / Los Alamos service area.
* Required: Ability to pass a background check as we work with local government agencies and school districts.
* Preferred: College Degree
* Preferred: Experience scoping or coordinating technology projects, even informally (office moves, new-site installs, system rollouts).
* Preferred: Basic project management training or experience (formal PM certification not required).
* Preferred: Bilingual English/Spanish
*Physical Requirements & Work Environment*
* Daily driving across a roughly 120-mile regional service area (Santa Fe, Albuquerque, Española, Los Alamos); mileage reimbursed per company policy.
* Ability to lift and move IT equipment (printers, monitors, small servers) up to approximately 40 lbs.
* Comfortable working in a variety of client environments and adapting professionally to each site's culture and expectations.
* Occasional need to work outside standard hours to support a client project milestone or urgent issue, communicated in advance where possible.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
* 401(k)
* 401(k) matching
* Cell phone reimbursement
* Dental insurance
* Paid time off
* Vision insurance
Experience:
* System Implementation and Client Project Management: 2 years (Required)
Location:
* Santa Fe, NM 87505 (Required)
Ability to Commute:
* Santa Fe, NM 87505 (Required)
Work Location: In person