Onsite IT Support Technician

Wlgroup; Norfolk (VA); On-site; USD 42,000 - 56,000; Full time

Job summary

Wlgroup is seeking a hands-on IT frontline support specialist to operate in a headquarters-style environment in Norfolk, VA. You will deliver first-call resolutions, install and maintain equipment, and manage software on workstations across the local network.

You will work with a multinational team, follow SOPs, and keep users informed through a formal ticketing system and timely status updates. This role requires A+ knowledge and strong English communication.

Qualifications

• Experience with installation, operation and maintenance of computer systems on local area networks.
• System administration and maintenance of Windows 10 machines.
• Installation, operation and maintenance of desktops, laptops, printers.
• Experience with service management ticket systems for incidents, work orders and changes.
• A+ level hardware and software fundamentals.
• A thorough knowledge of English, written and spoken.

Responsibilities

• Deliver first call resolution in line with standard operating procedures.
• Provide level one support for incidents and requests, and elevate to level two when appropriate.
• Install and maintain IT equipment for the unit and the customers it supports.
• Install and maintain software on workstations across the local network.
• Record every support action in the approved ticket system and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Contribute to the accountability of IT assets.
• Escalate user complaints and problems to the cell head and work proactively on assigned tasks.

Skills

First line support

Windows 10

Hardware basics

Service desk tools

Asset management

Education

A+ certification

Tools

Ticketing system

Job description

Wlgroup is seeking a hands-on IT frontline support specialist to operate in a headquarters-style environment in Norfolk, VA. You will deliver first-call resolutions, install and maintain equipment, and manage software on workstations across the local network.

You will work with a multinational team, follow SOPs, and keep users informed through a formal ticketing system and timely status updates. This role requires A+ knowledge and strong English communication.