Onsite Client IT Support Engineer

Shield; Village of Roslyn (NY); On-site; USD 65,000 - 80,000; Full time

Job summary

Shield is hiring a Client Services Onsite Support Engineer to be embedded at a client site in New York, delivering prompt technical support for hardware, software, and access issues. The role is full-time and onsite, serving end users and collaborating with the client team.

The ideal candidate will have 2–5 years in a helpdesk or desktop support environment, strong customer service skills, and ability to document actions and escalate as needed.

Qualifications

• 2–5 years of helpdesk/desktop support experience.
• Experience supporting hardware, software, and user access.
• Onsite client interaction and documentation skills.
• Entry‑level certifications such as CompTIA A/Network or Microsoft Fundamentals are a plus.

Responsibilities

• Serve as the first point of contact for end users and IT staff seeking technical assistance.
• Develop familiarity with the client’s environment, systems, and procedures.
• Coordinate with internal Client Services teams on escalations and reporting.
• Respond to incidents and service requests via phone, email, ticketing systems, and in-person support.
• Troubleshoot and resolve basic to intermediate hardware, software, connectivity, and account access issues.
• Maintain ownership of requests and ensure timely follow-up and resolution.
• Document incidents, troubleshooting steps, and resolutions clearly in the system.
• Escalate unresolved or high-impact issues per SOPs and procedures.
• Provide users with clear guidance and timely updates throughout the process.
• Assist with setup, configuration, and basic maintenance of workstations and peripherals.
• Monitor support queues and address tickets according to SOP.

Skills

Customer service

Communication

Troubleshooting

Help desk

Onsite support

Documentation

Time management

Tools

CompTIA A

CompTIA Network

Microsoft Fundamentals

Job description

Shield is hiring a Client Services Onsite Support Engineer to be embedded at a client site in New York, delivering prompt technical support for hardware, software, and access issues. The role is full-time and onsite, serving end users and collaborating with the client team.

The ideal candidate will have 2–5 years in a helpdesk or desktop support environment, strong customer service skills, and ability to document actions and escalate as needed.