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.