About the role
About the Role
We are seeking a dependable and customer-focused Level 1 IT Support Engineer with at least 3 years of experience to provide on-site technical support at a client's production facility. This role bridges the gap between remote IT support and advanced IT engineering teams by resolving hardware, software, and connectivity issues at the ground level.
If you're a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face, we'd love to hear from you.
What You’ll Do
* Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.) * Install and configure operating systems (Windows/macOS) and standard business applications * Set up and deploy new workstations, laptops, and mobile devices * Troubleshoot basic network connectivity issues (wired and wireless) * Assist with patching and cabling in data closets as needed * Support workstation moves, equipment relocations, and hardware upgrades * Maintain accurate records of physical assets and support documentation * Deliver excellent customer service and maintain professionalism during all on-site interactions
What You’ll Deliver
* Timely resolution of incident and service request tickets * Updated IT asset records and inventory * Clear documentation of support activities * Prompt issue escalation to Level 2 or 3 support as needed * Positive user satisfaction scores from on-site interactions
What Success Looks Like
* High percentage of issues resolved during the initial support interaction * Timely completion of all assigned service tickets * High user satisfaction ratings * Accurate documentation of IT assets and work performed * Timely response to on-site support needs * Strong collaboration with internal support and infrastructure teams
What You’ll Bring
Technical Skills
* Proficiency with Windows 10/11 and basic macOS * Strong understanding of PC components, peripherals, and basic networking (TCP/IP, DNS, DHCP) * Experience with Microsoft 365 (Outlook, Teams, OneDrive) * Competency in remote support tools (e.g., TeamViewer, Microsoft RDP) * Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Zendesk)
Soft Skills
* Excellent communication and customer service * Strong time management and problem-solving abilities * Adaptability, initiative, and attention to detail * Ability to work independently * Strong safety awareness
Qualifications
* Required: High school diploma or equivalent * Preferred: Associate's or Bachelor’s in IT, Computer Science, or related field * Certifications (Highly Preferred): * CompTIA A+ * Microsoft endpoint management or device administration certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate)
Experience
* Minimum 3 years of experience in help desk, desktop support, or Level 1 IT field support. * Experience supporting users in a multi-site, field service, or on-site IT support environment is strongly preferred. * Experience working in a manufacturing, industrial, production, or other safety-sensitive environment is preferred. * Demonstrated experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices. * Experience supporting Windows-based environments, including Microsoft 365, Active Directory or Microsoft Entra ID, and endpoint devices. * Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and escalate complex issues appropriately. * Experience following established security, safety, and site-access procedures in a client-facing environment.
Travel & Physical Requirements
* Valid driver’s license and reliable transportation * Ability to lift and transport IT equipment weighing up to 50 lbs. * Ability to crawl under desks and work in office and production environments.
Why Join Us?
* Be part of a supportive, collaborative IT team * Work in a dynamic environment * Make a tangible impact through hands-on technical support * Advance your IT career with a role that values field expertise and problem-solving
This role requires access to a client's industrial facility. Any offer is contingent on meeting the client's site safety, security, and background clearance requirements and passing a pre-employment drug screen.
Only candidates who meet the qualifications and requirements of the position will be contacted.