IT Support Engineer Field and Helpdesk

• 401(k) matching
• Health insurance
• Paid time off

We’re a dynamic Managed Services Provider (MSP) offering comprehensive IT solutions to small and mid-sized businesses. Our services include endpoint management, networking, cloud infrastructure, cybersecurity, data protection, and more. We’re known for delivering responsive support, deep technical knowledge, and a personalized client experience. We're seeking a skilled IT Support Engineer who can thrive in both helpdesk and field environments.

This role combines hands-on fieldwork with remote technical support across various systems, networks, and cloud platforms. You’ll work closely with end-users, internal teams, and client stakeholders to resolve issues, complete installations, and deliver high-quality service.

Technical Support & Troubleshooting

• Deliver Tier 1 and Tier 2 support for hardware, software, and networking issues across Windows, macOS, Linux, and UNIX systems
• Troubleshoot and repair operating system and connectivity problems (on-site and remote)
• Install, configure, and manage endpoint computing systems and applications
• Provide virtual desktop support and assist with connectivity issues
• Use remote support tools and knowledge base resources for diagnostics and resolution

Customer Service & Communication

• Respond to service requests promptly and clearly communicate status updates
• Document all service activities in the ticketing system
• Provide users with guidance to avoid recurring issues
• Escalate complex issues while maintaining ownership and communication

System Maintenance & Projects

• Perform preventative maintenance and health checks on client systems
• Participate in IT projects including deployments, migrations, and rollouts
• Maintain security compliance (device security, account access, documentation)
• Contribute to process documentation and knowledge base development
• Support disaster recovery plans and cloud-based backup systems

• High school diploma or GED required
• Minimum of 1 years of experience in a technical support role (e.g., help desk, service desk, desktop support)
• Strong knowledge of Windows OS, networking fundamentals, and productivity suites (e.g., Microsoft 365)
• Experience supporting Windows Server environments (2016 and newer)
• Proficiency with remote support tools and ticketing systems
• Familiarity with system imaging, endpoint security, and cloud-based platforms
• Ability to type 35 WPM minimum
• Valid driver’s license and reliable transportation (for field work)

• At least 1 years of PC support, diagnostics, and troubleshooting experience
• Working knowledge of PC hardware, OS configuration, and basic networking
• Experience installing, configuring, and supporting endpoint applications
• Intermediate-to-advanced experience supporting virtual desktops and remote users
• Solid grasp of MS Office applications and remote communication platforms
• Experience troubleshooting and supporting Linux/UNIX systems

• Ability to lift and carry up to 25 pounds unassisted
• Ability to climb and stand on ladders for extended periods of time

• Bachelor’s or Associate’s Degree in IT, Computer Science, or related field
• IT Certifications such as A+, Network+, Server+, MCSA, Microsoft Fundamentals, ACMT, or ACSP
• ITIL v4 Foundations certification or experience in ITIL-aligned environments
• Experience supporting macOS and Apple hardware
• Typing speed of 50+ WPM
• Familiarity with ISO 2900 quality management or structured ITSM processes
• Proven ability to deliver excellent service in a fast-paced, client-focused IT environment

• Exposure to a wide range of modern and legacy technologies
• Growth…