On-Site Support Desk Technician

• Provide on-site and remote technical support for end-user devices, business applications, and connectivity; escalate when appropriate per playbooks.
• Educate and enable delivery of 1:1 help, office hours, and brief workshops/orientations for new users on core tools (Microsoft 365/Teams, device basics, safe computing).
• Respond promptly to requests, troubleshoot hardware/software issues, and document symptoms, actions, and outcomes in the ticketing system with clear next steps.
• Create and update user-friendly how-to guides and knowledge articles to reduce repeat incidents and improve self-service.
• Maintain client documentation (asset details, configurations, site specifics) and keep it current.
• Identify recurring issues and recommend preventative improvements to enhance reliability and user experience.
• Coordinate light inventory tasks with the account team (loaners, peripherals, consumables) and support simple service transactions (e.g., capturing approvals; routing for invoicing).
• Meet or exceed support KPIs (first-response, time to resolution, CSAT, documentation completeness, SLA adherence).
• Communicate effectively with technical and non-technical users; represent Marco professionally on site.
• Maintain current technical knowledge and continuously expand skills relevant to the client environment.
• Attend required company and client meetings; comply with service administration (accurate time entry, updates, and close-out).
• Perform other related duties as assigned.

• Associate degree in a technology field and 2+ years of relevant support experience; or equivalent combination of education and experience.
• One or more: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, Microsoft Azure Fundamentals, Google IT Support Professional, or similar. (MTA or successor equivalent acceptable.)
• Valid Driver’s License, proof of personal insurance and clean driving record, * Excellent writing skills required: experience capturing, documenting, and illustrating complex functional and technical requirements.
• Clear, empathetic communication with non-technical users; strong follow-through and ownership from start to finish.
• Basic understanding of network applications, protocols, and IT infrastructure.
• Excellent client relationship management skills with the ability to communicate effectively with stakeholders at all levels.
• Strong IT infrastructure, hardware, software, and networking knowledge.
• Strong problem-solving skills with a focus on delivering high-quality service solutions.
• Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
• Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Well organized and self-directed while being a team player.
• Treat people respectfully, work with integrity and ethics, and uphold organizational values.

Compensation: $22.10 - $33.20 hourly