IT Support Technician

Aegis IT Solutions is a managed IT, cybersecurity, and compliance services provider delivering enterprise-grade technology support to businesses across multiple industries.

Our approach combines proactive IT management, cybersecurity best practices, and responsive customer support to ensure that our clients' technology environments remain secure, reliable, and efficient.

We are seeking an experienced Onsite IT Support Technician (Level
2) to provide hands-on technical support to clients throughout Worcester and Central Massachusetts.

As an Onsite IT Support Technician, you will be the primary hands-on technical resource for assigned Aegis clients in the region.

You will provide desktop and end-user support, assist with network infrastructure, deploy equipment, resolve technical incidents, and coordinate with our centralized engineering and cybersecurity teams.

This role is ideal for a technically capable professional who enjoys working directly with clients, solving technology problems, and operating independently while remaining part of a collaborative managed services organization.

• Provide onsite Level 1 and Level 2 support for Windows 10/11, macOS, laptops, desktops, and peripheral devices.

• Troubleshoot operating systems, business applications, hardware, printing, and connectivity issues.

• Support Microsoft 365, Outlook, Teams, One Drive, and SharePoint.

• Assist with Microsoft Entra , Active Directory, MFA, and user account management.

• Deploy and configure new workstations, laptops, and mobile devices.

• Execute employee onboarding, offboarding, and workstation replacement activities.

• Support endpoint management using Microsoft Intune, Autopilot, and similar platforms.

• Diagnose and troubleshoot LAN, WAN, Wi‑Fi, VPN, and general connectivity issues.

• Perform basic troubleshooting of switches, firewalls, routers, access points, and structured cabling.

• Assist with hardware replacement, rack installations, patching, and physical network maintenance.

• Provide remote‑hands assistance for senior network and infrastructure engineers.

• Support network refreshes, office relocations, and technology deployment projects.

• Coordinate with internet service providers and equipment vendors as necessary.

• Assist with installation and troubleshooting of endpoint detection and response software.

• Verify endpoint encryption, patching, and security configuration compliance.

• Support vulnerability remediation activities under the direction of Aegis cybersecurity engineers.

• Identify and upscale potential security incidents.

• Follow established security, access control, and change management processes.

• Act as Aegis's professional onsite technical representative.

• Manage assigned tickets and service requests using company ITSM tools.

• Document troubleshooting steps, resolutions, and configuration changes.

• Maintain accurate hardware and software inventory records.

• Meet service‑level agreements and communicate proactively with clients.

• Coordinate with remote helpdesk, network engineering, cloud, and cybersecurity teams.

• Identify recurring technical issues and recommend improvements.

• Assist with scheduled preventative maintenance and quarterly client technology reviews.

• Minimum 3 years of hands‑on desktop or IT support experience.

• Strong knowledge of Windows 10/11 and Microsoft 365.

• Experience supporting Microsoft Entra , Active Directory, and endpoint management.

• Working understanding of TCP/IP, DHCP, DNS, VPNs, and wireless networking.

• Proven ability to independently troubleshoot hardware and software issues.

• Experience with helpdesk ticketing and…