Managed IT Services - On Site Support Technician

Softthink Solutions; Canton (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Softthink Solutions is seeking an On-Site Support Technician to service City of Canton staff. You will provide remote and on-site IT assistance, manage incidents, and ensure rapid resolution of hardware and software issues.

The role requires 5–8 years of helpdesk or desktop support, proficiency with Windows and printers, basic networking, and experience using a ticketing system to meet SLA targets. Position is based at City Hall with obligations to work standard hours 8 AM–5 PM ET and to assist

Qualifications

• Associate degree preferred in IT/CS or related field.
• Technical certifications (A+, Network+, MCP) are a plus.
• 5-8 years of helpdesk or desktop support experience.

Responsibilities

• Provide remote and on-site technical support
• Troubleshoot workstation, printer, network, and application issues
• Escalate unresolved issues to senior engineers
• Document all work in ticketing system
• Support emergency after-hours critical incidents (network outage, ransomware, firewall failure)
• Assist with new workstation setup and replacement hardware configuration

Skills

Helpdesk experience

Desktop support

Windows troubleshooting

Printer support

Networking basics

Ticketing system usage

SLA adherence

Education

Associate degree in IT/Computer Support

A+/Network+/MCP certifications

Tools

Ticketing system

Job description

Managed IT Services – On-Site Support Technician

Location: City of Canton, Georgia

Work Authorization: US Citizen

Role Summary

Provides on-site and remote end-user support for City of Canton staff. Handles helpdesk tickets, troubleshooting, workstation support, and escalation for incidents that cannot be resolved remotely. Supports approximately 150 staff and :250 workstations.

Mandatory Requirements

Must work on-site at City Hall when required

Support hours: Mon–Fri, 8 AM–5 PM ET

Must use documented ticketing system

Must meet SLAs:

• Critical: 30-minute response
• High: 1-hour response
• Standard: 4 business hours

Roles & Responsibilities

• Provide remote and on-site technical support
• Troubleshoot workstation, printer, network, and application issues
• Escalate unresolved issues to senior engineers
• Document all work in ticketing system
• Support emergency after-hours critical incidents (network outage, ransomware, firewall failure)
• Assist with new workstation setup and replacement hardware configuration

Education Qualification

Associate degree in IT, Computer Support, or related field (preferred)

Technical certifications (A+, Network+, MCP) are a plus

Experience Required

• 5 - 8 years of helpdesk or desktop support experience
• Experience supporting Windows workstations, printers, basic networking
• Experience using ticketing systems and meeting SLAs