IT Support Technician — Hybrid Remote/Onsite

Layer 9; Suffolk (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Remote + Onsite support

Work-life balance

Job summary

Layer 9 is seeking an experienced IT Support Technician to be the first line of defense for client issues, onsite at customer locations and also supporting remote requests. You will diagnose hardware, software, and network problems, manage Microsoft 365 and Azure AD configurations, and document solutions to uphold high SLA standards.

Ideal candidates have 3+ years in IT support, strong Windows/Office 365 skills, and solid ticketing experience.

Qualifications

• 3+ years in IT support or help desk roles, preferably in MSP environments.
• Deep knowledge of Windows OS, Office 365, Azure AD, and Active Directory.
• Proven troubleshooting skills for networks, endpoints, and security configurations.
• Strong communication and documentation abilities — especially with clients.
• Familiarity with ticketing systems such as ConnectWise or ServiceNow.
• Experience with VOIP, low-voltage networking, and A/V setups is a plus.
• Bonus: PowerShell scripting experience or background supporting dental software (Dentrix, Dexis).
• Understanding HIPAA compliance standards (for medical/dental clients).
• Valid driver’s license and clean driving record.

Responsibilities

• Serve as the first point of contact for client support needs — onsite and remote.
• Diagnose and resolve hardware, software, and network issues quickly and accurately.
• Support Microsoft 365 environments, Azure AD, and endpoint security configurations.
• Manage tickets and document solutions in line with service standards (SLA).
• Escalate complex issues to senior engineers as needed and collaborate to prevent recurrences.
• Maintain system security with MFA, patching, antivirus, and firewall support.
• Assist with client onboarding/offboarding and ensure clean transitions.
• Contribute to process improvements and internal knowledge base updates.

Skills

3+ years IT support

Windows OS

Office 365

Azure AD

Active Directory

Troubleshooting

Communication

Ticketing experience

HIPAA awareness

Tools

ConnectWise

ServiceNow

PowerShell

Job description

Layer 9 is seeking an experienced IT Support Technician to be the first line of defense for client issues, onsite at customer locations and also supporting remote requests. You will diagnose hardware, software, and network problems, manage Microsoft 365 and Azure AD configurations, and document solutions to uphold high SLA standards.

Ideal candidates have 3+ years in IT support, strong Windows/Office 365 skills, and solid ticketing experience.