Level 1 IT Support Engineer; Field

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.

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.

• 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

• 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

• 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

• 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, One Drive)
• Competency in remote support tools (e.g., Team Viewer, Microsoft RDP)
• Familiarity with ITSM platforms (e.g., Service Now, Jira, Zendesk)

• 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

• 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)

• 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 , and endpoint devices.
• Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and elevate complex issues appropriately.
• Experience following established security,…