Onsite Support Technician II

Job Description

Job Description

At H&D, this is not just a support role. You will be a trusted onsite resource for our clients, a contributing member of a close-knit team, and part of a company that invests in communication, documentation, professional growth, and doing the right thing for clients and teammates.

Why This Role Is Different

• You will work directly with users and leadership teams at client offices, not just behind a remote support queue.
• You will build relationships with clients and become a familiar, trusted technical resource inside their business.
• You will be exposed to a wide variety of environments, technologies, industries, and real-world business challenges.
• You will be part of a team that values clear communication, strong documentation, and continuous improvement.
• You will have opportunities to grow your technical, client service, documentation, and leadership skills over time.

Our Culture

H&D has a complete culture brochure that defines how we act and work with teammates, clients, vendors, and partners. Our culture is not meant to sit in a drawer. It is how we make decisions, communicate, solve problems, and hold ourselves accountable.

Culture Principle

What It Means Here

No Ego

We collaborate openly, ask questions, share knowledge, and focus on solving the problem instead of protecting pride or titles.

Be on the Excitement Plan

We bring positive energy to our work, our clients, and our teammates. We believe attitude matters and that enthusiasm is contagious.

Continuous Improvement

We are always looking for a better way to serve clients, support each other, document our work, and improve our systems.

Powerhouse Documentation

We believe great documentation creates consistency, accountability, scalability, and better service. Strong documentation is part of how we win.

Team First

We help each other, communicate consistently, and recognize that the best client experience comes from a team that works well together.

Ownership & Accountability

We follow through, communicate early, document clearly, and take responsibility for outcomes.

Position Overview

We are seeking an organized, customer-focused Onsite Support Technician II to provide Level 1 and Level 2 IT support while working from H&D locations and regularly supporting client offices. This role serves as a primary onsite technical resource responsible for resolving end-user issues, supporting business operations, maintaining IT assets, and handling escalated support requests.

This position is ideal for someone who enjoys face-to-face support, likes being close to the business, and wants to make a visible impact. You will support users, work with dispatch and service desk teams, maintain documentation, and help ensure clients receive a consistent, professional, and responsive H&D experience.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, conference room technology, and business applications.
• Respond to and resolve service desk tickets, incidents, and user requests in accordance with H&D service standards.
• Serve as an onsite escalation resource for issues assigned by dispatchers and Level 1 technicians.
• Provide hands-on support at client offices, including workstation setups, hardware deployments, device replacements, and equipment lifecycle management.
• Support employee onboarding and offboarding, including device provisioning, software installation, account verification, and equipment deployment.
• Manage hardware inventory, asset tracking systems, storage organization, and device lifecycle processes.
• Support access control and badge management processes while following documented approval procedures.
• Assist with conference room technology, audio/video systems, and meeting room support.
• Configure and support VPN access, endpoint management systems, asset management platforms, and standard business applications.
• Provide basic operational IT support for warehouse technologies, label printers, shipping systems, and workstation equipment.
• Maintain accurate ticket documentation, time entry, work notes, and resolution records.
• Create and update SOPs, runbooks, and technical documentation to improve consistency and knowledge sharing.
• Escalate infrastructure, server, application, database, and specialized system issues to the appropriate internal or client stakeholders when necessary.
• Communicate clearly and consistently with clients, teammates, vendors, and internal stakeholders.

Qualifications

• 3+ years of experience providing Level 1 and Level 2 IT support in a managed services or corporate IT environment.
• Strong troubleshooting skills across Windows desktops, laptops, printers, and common business applications.
• Experience supporting Apple devices, iPhones, macOS, and endpoint management platforms.
• Familiarity with Active Directory, Microsoft 365, VPN technologies, remote support tools, and asset management systems.
• Experience with hardware inventory management and device lifecycle processes.
• Strong customer service, communication, and organizational skills.
• Ability to work independently, prioritize competing tasks, and manage escalated issues effectively.
• Experience creating and maintaining technical documentation and standard operating procedures is strongly preferred.
• Professional presence and comfort working onsite in client office environments.

Career Growth, Benefits & Team Environment

• Career progression: H&D works with team members on professional development, skill growth, and long-term career path opportunities.
• Excellent benefits and competitive pay: We believe in rewarding strong performance and supporting the people who support our clients.
• Consistent communication: We value proactive updates, clear expectations, and reliable follow-through with teammates and clients.
• Real-time environment: Our work moves quickly, and success requires ownership, good judgment, responsiveness, and teamwork.
• Client impact: This role offers the opportunity to work directly inside client offices and see the results of your work firsthand.

Success in This Role

The successful candidate will confidently manage both Level 1 and Level 2 support responsibilities, own recurring onsite operational tasks, and serve as a trusted escalation resource for more complex technical issues. They will demonstrate ownership, accountability, excellent communication, and strong documentation habits while contributing to operational improvements through SOP development, process standardization, and proactive support of users and business systems.

Most importantly, they will care. They will care about clients, teammates, documentation, follow-through, and doing work the right way. That is what makes H&D different.

About H&D Technologies

H&D Technologies is a Southern California managed services provider built around responsive service, trusted relationships, and strong technical execution. We operate in a real-time environment where communication, ownership, and teamwork matter every day. Our clients rely on us to help their businesses stay productive, secure, and prepared for what comes next.

What makes H&D different is how we work. We are intentional about culture, growth, documentation, and client experience. We want people who care about their work, communicate consistently, support their teammates, and are excited to keep improving.

Company Description

About H&D Technologies H&D Technologies is a Southern California managed services provider built around responsive service, trusted relationships, and strong technical execution. We operate in a real-time environment where communication, ownership, and teamwork matter every day. Our clients rely on us to help their businesses stay productive, secure, and prepared for what comes next. What makes H&D different is how we work. We are intentional about culture, growth, documentation, and client experience. We want people who care about their work, communicate consistently, support their teammates, and are excited to keep improving.