Field Support Technician; L2 - Rockford, IL

MSP4, LLC | Full-Time | Onsite (United States) | Up to 10% Regional Travel | 2 to 4 years experience

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 L3 Systems Administrators, 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 escape to L3.
• 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, One Drive 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 escape to L3 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 L3.
• 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.

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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, One Drive sync issues, Teams and SharePoint file problems, and license assignment under team standards.

5 Printer and peripheral support Technical…