IT Field Support Technician L2 - Concord, CA

This is an onsite role. You are MSP4’s face at a client site: the person end users see, the person who closes the loop when a laptop will not boot, a printer stops talking to the network, or a new hire’s workstation needs to be ready before they walk in the door. Work happens primarily at the client facility assigned to your posted location, with regional coverage for nearby MSP4 clients where it applies. Context switching across clients and priorities throughout the day is part of the job.

MSP4 operates as the embedded IT department for a portfolio of professional services, legal, distribution, manufacturing, and government clients running between 50 and 1,500 users. Compliance weight is real: CMMC L2, NIST 800-171, and SOC 2 are active requirements in this client base. At the L2 tier you operate inside the procedures and runbooks established by the Infrastructure Engineers, Senior Engineers, and the Principal Solutions Architect, who owns design. This role owns clean execution at the endpoint and site layer and fast escalation when a change touches servers, core network, storage, or compliance-scoped systems; it does not own design or server, network, and storage changes, which sit a tier up., * Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering.

• Troubleshoot and repair workstations, peripherals, and local networking onsite: patch cable tracing, switch port verification, VLAN membership checks, and Wi-Fi coverage validation. Network configuration changes escalate to the Infrastructure Engineer.
• Support printers and peripherals across common office brands and manufacturing-floor label printers such as Zebra.
• Perform Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, and workstation re-join to the domain.
• Provide Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, and license assignment under team standards.
• Deliver remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite.
• Own tickets from intake through resolution in our service management platform (Jira Service Management): follow MSP4 runbooks for standard procedures and escalate to the Infrastructure Engineer when a change touches servers, core network, storage, or compliance-scoped systems.
• Apply endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, lost or stolen device response, local admin cleanup, and removable-media checks in CMMC-scoped environments.
• Communicate with non-technical users, from manufacturing floor staff to executives, calmly and clearly under production pressure.
• Document at ticket close so another tech can follow without asking questions: reproducible steps, root cause when known, and artifacts attached.
• Verify DNS resolution, DHCP behavior, and VLAN membership at the site layer, escalating switch configuration changes to the Infrastructure Engineer.
• Prepare workstations and peripherals ahead of new-hire start dates so the user is productive on day one., Candidates are scored against these. Categories: Technical, Functional, Consulting, Credentials. # Qualification Category Description 1 Windows 10 and Windows 11 support Technical Imaging, OS troubleshooting, driver work, domain join, and profile and roaming data handling at hands-on desktop level. 2 Active Directory user support Technical Account unlocks, password resets, group membership changes against approved standards, basic OU navigation, and workstation domain re-join. 3 Group Policy at the user-support level Technical Policy troubleshooting and application of existing GPOs at the endpoint, not GPO design or domain-wide policy changes. 4 Microsoft 365 end-user administration Technical Mailbox permissions, OneDrive sync issues, Teams and SharePoint file problems, and license assignment under team standards. 5 Printer and peripheral support Technical Troubleshooting across common office brands (HP, Canon, Xerox, Brother) and manufacturing-floor devices (Zebra, Datamax, Honeywell). 6 Basic networking at the site layer Technical DNS resolution, DHCP behavior, VLAN awareness, patch panel and switch port tracing. Verification and concepts; switch configuration escalates to the Infrastructure Engineer. 7 Endpoint security hygiene Technical Phishing triage, password hygiene, lost or stolen device response, local admin cleanup, and removable-media checks on CMMC-scoped systems. 8 PSA ticketing discipline Functional Ticket ownership from intake through resolution in a PSA or ITSM platform (Jira Service Management preferred; HaloPSA, ConnectWise, Autotask, or ServiceNow transferable). 9 Escalation judgment Functional Recognizes when a change touches servers, core network, storage, or compliance-scoped systems and escalates to the Infrastructure Engineer rather than acting outside scope. 10 Multi-client service delivery Functional Context switching across clients and priorities through the day while following each site’s standards. 11 End-user communication Consulting Clear, calm communication with non-technical users from manufacturing floor staff to executives under production pressure. 12 Documentation discipline Consulting Ticket-close notes another tech can follow without asking questions: reproducible steps, root cause when known, artifacts attached. 13 Onsite field support experience Credentials 2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment. 14 US-person status Credentials US citizen, US national, lawful permanent resident, or protected individual (refugee or asylee) under US law. Required for CUI and export-controlled system access on CMMC-scoped client sites under CMMC L2. Authorization to work in the US is not sufficient: a work visa (H-1B, L-1, TN), OPT/CPT, or an Employment Authorization Document does not satisfy this requirement. 15 US-based work location Credentials Based in the United States and performing this role from within the United States. Onsite role; no remote-from-abroad option. 16 Field support certifications Credentials A plus, not a requirement. Security+ carries weight on CMMC-scoped sites; Cisco CCNA is favored over CompTIA Network+ for hands-on configuration and the Infrastructure Engineer track; Microsoft 365 Fundamentals and early Azure credentials are welcome., Executes within scope Closes endpoint and site-layer work inside the runbooks; escalates rather than touching servers, core network, storage, or compliance-scoped systems. Composure under production pressure Keeps a manufacturing floor or executive user informed and calm while working a live problem. Escalation judgment Recognizes when the right answer lives a tier up and escalates fast with the context the Infrastructure Engineer needs. Documentation discipline Leaves ticket-close notes the next tech can follow without asking questions. Adapts across client sites Moves between client environments through the day without imposing a personal standard or creating hand-off gaps., MSP4 does not operate like a traditional IT department or a ticket-centric help desk. We function as embedded IT leadership for our clients, accountable to their outcomes.

Our Principal Solutions Architect owns the design framework. Engineers at every level, including senior, execute within that framework. The tier structure keeps a multi-client portfolio consistent and audit-ready. Candidates who need design authority to feel effective should pass on this role. Candidates who find satisfaction in high-quality execution and in earning client trust through reliability will do well here.

We are building the operating model in real time. Some processes are documented; others are being written as we go. People here help shape what does not yet exist while executing reliably within what does., 1. Describe the most difficult onsite troubleshooting situation you have handled under production pressure. What was broken, who was waiting on you, and how did you communicate with the user while you worked the problem?

1. Describe a ticket where you were stumped. Who did you escalate to, what did you learn, and how did you handle a similar ticket the next time?

Close with the following statement exactly: “I understand that my scope is the endpoint and site layer, and that server, network, storage, and compliance-scoped changes escalate to the Infrastructure Engineer.”

On Site Support, Technical Support, On Site Support, Customer Support/Service, Willing to Travel, Professional Services, U.S. National Institute of Standards and Technology (NIST), Government, Embedded Systems, Legal, * 2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment (matrix #13).

• US-based work location and US-person status (matrix #14, #15). You must be based in the United States and qualify as a US person: US citizen, US national, lawful permanent resident (green card holder), or protected individual (refugee or asylee) under US law. Authorization to work in the United States is not sufficient on its own. A non-immigrant work visa (H-1B, L-1, TN, and similar), F-1 OPT/CPT, or an Employment Authorization Document does not meet this requirement. Access to Controlled Unclassified Information and export-controlled systems on CMMC-scoped client sites is restricted to US persons under CMMC L2 and US export control regulations (ITAR / EAR).
• Windows 10 and Windows 11 support depth: imaging, OS troubleshooting, driver work, and domain join (matrix #1).
• Active Directory user-support operations and existing Group Policy troubleshooting (matrix #2, #3).
• Microsoft 365 end-user administration (matrix #4).
• Basic networking at the site layer with the judgment to escalate switch configuration to the Infrastructure Engineer (matrix #6, #9).
• PSA/ITSM ticketing discipline from intake through resolution (matrix #8).
• End-user communication that holds under production pressure (matrix #11).

Preferred. Strengthens a candidate, never screens one out.

• Printer and peripheral support across office and manufacturing-floor devices (matrix #5).
• Endpoint security hygiene on CMMC-scoped systems (matrix #7).
• Prior multi-client service delivery experience (matrix #10).
• Documentation discipline at ticket close (matrix #12).
• Certifications: Security+, Cisco CCNA, Microsoft 365 Fundamentals, or early Azure credentials (matrix #16).

• Onsite within the United States, primarily at the client facility assigned to your posted location.
• Regional travel up to 10% for coverage of nearby MSP4 clients where it applies.
• US-based work location and US-person status required. Work authorization alone (work visa, OPT, or EAD) does not qualify; see Eligibility & Scoring for the full definition.
• Physical work in office areas, server rooms, and data closets, and on manufacturing floors: extended time on your feet, cable tracing, lifting and setting up workstations and peripherals, and exposure to floor-level volume and tempo.

MSP4, LLC provides infrastructure, security, and IT advisory services to mid-market professional services, manufacturing, distribution, legal, and government clients across the United States. Our commercial practice and regulated practice serve organizations with serious compliance requirements including SOC 2 Type II and CMMC Level 2.