Managed IT Services On Site Support Technician

Softthink Solutions Inc; United States; On-site; USD 50,000 - 65,000; Full time

Job summary

Softthink Solutions Inc. is seeking an On-Site Support Technician to serve City of Canton staff in Canton, Georgia. The role involves on-site and remote end-user support, handling helpdesk tickets, and ensuring SLA adherence while troubleshooting workstation and network issues.

The candidate will support ~150 staff and ~250 workstations, with on-site requirements at City Hall and after-hours incident response. Strong ticketing discipline and IT fundamentals are essential.

Qualifications

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

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

Windows workstation support

Printer troubleshooting

Basic networking

Ticketing system

SLA compliance

Remote and on-site support

Education

Associate degree in IT/Computer Support or related field

A+, Network+, MCP certifications (plus)

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