Field Agent/ Onsite IT Technician

Job Description

CSM – Field Agent Summary Paragus IT is the largest outsourced vendor in Western and Central MA, and as a 100% employee-owned company, we are just getting started. We aspire to serve 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, our culture is built on ownership, continuous improvement, and delivering exceptional, human-first experiences. We are on a mission to deliver peace of mind through human-first IT—and we’re looking for a CSM Field Agent to help us do it. In this role, you will provide routine onsite support and get our clients back up and running by working assigned cases. This position is built around being present, solving problems effectively, and making clients feel seen and supported. You will act as a dependable extension of the Client Support Manager (CSM), taking on the operational load so they can focus on strategic initiatives. Responsibilities: Routine Onsites & Hands-On Support 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. Case Management & Service Excellence 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, inc