IT Field Support Engineer (Tier 2/3) – Remote/On-Site

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

Job summary

Independent Software, based in Maryland, is seeking an IT Field Support Specialist to deliver Tier 2 and Tier 3 support for critical systems. You will troubleshoot, install, and maintain workstations, servers, printers, and network gear, supporting both on-site and remote users.

The role emphasizes security compliance, site surveys, hardware provisioning, and end-user training to keep customer environments secure and operational.

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 configurations and user requirements.
• Analyze hardware requirements and assist with 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.
• Train end users on hardware operation and basic troubleshooting.
• Document work performed using ticketing systems and SOPs.
• Collaborate with technical teams and provide exceptional customer support remotely and on-site.

Skills

Hardware troubleshooting

Windows OS

Active Directory

Remote desktop support

Customer service

Documentation

Multitasking

Education

High school diploma or GED

Tools

Group Policy tools

Remote desktop tools

Job description

Independent Software, based in Maryland, is seeking an IT Field Support Specialist to deliver Tier 2 and Tier 3 support for critical systems. You will troubleshoot, install, and maintain workstations, servers, printers, and network gear, supporting both on-site and remote users.

The role emphasizes security compliance, site surveys, hardware provisioning, and end-user training to keep customer environments secure and operational.