Level 1 IT Support Engineer (Field-Based)

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 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.