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's 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.