Technical Support - Onsite
Role details
Job location
Tech stack
Job description
Technical Troubleshooting - Diagnose and resolve Level 1 and Level 2 issues involving desktops, laptops, printers, mobile devices, and peripherals.
Escalation Support - Serve as the escalation point for the service desk; mentor Level 1 technicians and validate ticket resolutions.
Onsite Support - Provide hands-on assistance for hardware failures, workstation setups, and equipment deployments.
Software Support - Install, configure, and troubleshoot OS, productivity suites, collaboration tools, and line-of-business applications.
Network Assistance - Support basic network troubleshooting (LAN, Wi-Fi, VPN, DNS, DHCP) and escalate complex issues to Level 3 or network teams.
User Account Management - Manage Active Directory accounts, permissions, group memberships, and password resets.
Asset Management - Track hardware inventory, maintain lifecycle documentation, and assist with procurement.
On-Call Support - Participate in scheduled on-call rotation for after-hours emergencies and critical incidents.
Requirements
2-4 years of desktop support or service desk experience in a corporate environment.
Strong proficiency with Windows OS, Microsoft 365, endpoint security tools, and hardware diagnostics.
Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Active Directory - Experience with user provisioning, group policies, and permissions.
Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
Strong communication skills and the ability to work directly with non-technical users.
Nice to Have Skills & Experience
CompTIA A+, Network+, Security+, Microsoft MCP/MD-100/MD-101
Scripting Knowledge - Basic PowerShell or automation experience
Benefits & conditions
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.