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 clients 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 youre a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face wed love to hear from you.

What Youll 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 Youll 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 Youll 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: Associates or Bachelors 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 drivers 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 clients industrial facility. Any offer is contingent on meeting the clients 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.

Required Experience:

Senior IC