Support Technician (Onsite)

Do you take pride in solving tough technical problems and keeping clients running without missing a beat? Are you the kind of person who thrives when trusted to own the problem - from diagnosis to resolution - while communicating clearly and confidently? If this sounds like you, we want to meet you. We're looking for an experienced IT Support Technician who can bring calm to chaos, structure to systems, and excellence to every client interaction.

What You'll Do

As the first line of defense for client technical issues, you'll handle hardware, software, and network challenges with skill and professionalism. You'll operate primarily onsite at client offices managing Microsoft 365 environments, troubleshooting complex security and connectivity issues, and ensuring everything runs smoothly. Your work keeps clients confident, secure, and productive. Every ticket you close and every problem you prevent adds value to the trusted relationships Layer 9 is built on., * Serve as the first point of contact for client support needs - onsite and remote.

• Diagnose and resolve hardware, software, and network issues quickly and accurately.
• Support Microsoft 365 environments, Azure AD, and endpoint security configurations.
• Manage tickets and document solutions in line with service standards (SLA).
• Escalate complex issues to senior engineers as needed and collaborate to prevent recurrences.
• Maintain system security with MFA, patching, antivirus, and firewall support.
• Assist with client onboarding/offboarding and ensure clean transitions.
• Contribute to process improvements and internal knowledge base updates.

• 3+ years in IT support or help desk roles, preferably in MSP environments.
• Deep knowledge of Windows OS, Office 365, Azure AD, and Active Directory.
• Proven troubleshooting skills for networks, endpoints, and security configurations.
• Strong communication and documentation abilities - especially with clients.
• Familiarity with ConnectWise, ServiceNow, or similar ticketing systems.
• Experience with VOIP, low-voltage networking, and A/V setups is a plus.
• Bonus: PowerShell scripting experience or background supporting dental software (Dentrix, Dexis).
• Understanding HIPAA compliance standards (for medical/dental clients).
• Valid driver's license and clean driving record.

Are you ready to join a results-driven IT team that redefines Improvement? At Layer 9, we are more than just tech experts - we're trusted partners to clients in the medical, dental, and legal industries. Our work ensures their systems stay secure, efficient, and operational. We offer both remote and onsite support, blending professionalism with a culture of collaboration, continuous improvement, and genuine work-life balance.