Field IT Support Technician (Tier 2/3) — Onsite/Remote

Independent Software, Inc.; Columbia (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Independent Software is seeking an IT Field Support Specialist to deliver Tier 2/3 support in mission-critical environments, troubleshoot, repair, install, and maintain workstations, servers, printers, and network gear for on-site and remote users.

You will conduct site surveys, assist with hardware procurement, train end users, and document work in ticketing systems while ensuring security and reliability of customer systems.

Qualifications

• Experience installing, repairing, and troubleshooting computer hardware and peripherals.
• Proficiency with Microsoft Windows operating systems, software installation, antivirus, and security updates.
• Working knowledge of Active Directory, Group Policy, and Microsoft Office applications.
• Ability to read and interpret technical manuals and schematics.
• Experience providing remote desktop and end-user support.
• Strong analytical, organizational, communication, and customer service skills.
• Ability to work independently while managing multiple priorities.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for workstations, servers, printers, peripherals, and teleconferencing equipment.
• Conduct site surveys and document existing configurations and user requirements.
• Analyze hardware requirements and assist with equipment procurement and installation planning.
• Install, configure, troubleshoot, repair, and test hardware, operating systems, and software applications.
• Support network upgrades, structured cabling, and communications infrastructure, including fiber optic and Ethernet connectivity.
• Maintain workstations, servers, printers, telephone systems, and related IT equipment.
• Build custom interconnecting cables as needed.
• Train end users on hardware operation and basic troubleshooting.
• Document work performed using ticketing systems and follow established standard operating procedures.
• Collaborate with technical teams and provide exceptional customer support both remotely and on‑site.

Skills

IT hardware repair

Windows OS

Active Directory

Group Policy

Microsoft Office

Remote desktop support

Customer service

Technical documentation

Network fundamentals

Education

High school diploma or GED

Job description

Independent Software is seeking an IT Field Support Specialist to deliver Tier 2/3 support in mission-critical environments, troubleshoot, repair, install, and maintain workstations, servers, printers, and network gear for on-site and remote users.

You will conduct site surveys, assist with hardware procurement, train end users, and document work in ticketing systems while ensuring security and reliability of customer systems.