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 across multiple office and medical locations. This role bridges the gap between remote IT support and advanced engineering teams by resolving hardware, software, and connectivity issues at the ground level.

If you’re a hands-on, solution-driven IT professional who enjoys travel, 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
• Support office moves, equipment relocations, and hardware upgrades
• Maintain accurate records of physical assets and site visit reports
• Deliver excellent customer service and maintain professionalism on all visits
• Plan efficient travel schedules for site visits

What You’ll Deliver

• Timely resolution of incident and service request tickets
• Updated IT asset records and inventory
• Clear site visit documentation
• 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 first visit
• Timely completion of all assigned service tickets
• High user satisfaction ratings
• Accurate documentation of IT assets and work performed
• On-time arrival to site visits and effective route planning
• 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 and travel frequently

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 MD-100/MD-101
  • Cisco CCENT

Experience

• Minimum 3 years in a help desk, desktop support, or Level 1 IT field support role
• Experience in a multi-site or field service environment strongly preferred

Travel & Physical Requirements

• Valid driver’s license and reliable transportation
• Frequent local travel required; occasional regional travel (2x/month or as needed)
• Ability to lift and transport IT equipment (up to 50 lbs), crawl under desks, and work in varied office settings

Why Join Us?

• Be part of a supportive, collaborative IT team
• Work in a dynamic, multi-location environment
• Make a tangible impact through hands-on technical support
• Advance your IT career with a role that values field expertise and problem-solving