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.

Employment type
Employee - Full-Time

Work arrangement
No