Onsite IT Support Technician (Tier II/III)

Gilder Search Group; Canton (OH); On-site; USD 48,000 - 64,000; Full time

Job summary

MCPC is seeking an Onsite Support Technician to work with service delivery teams to resolve technology issues quickly and keep systems running with minimal disruption.

Responsibilities include advanced onsite support for desktops, laptops, mobiles, printers, and peripherals; troubleshooting hardware, software, OS, and network problems; liaising with end users, Remote Service Desk, and engineering teams; and coordinating with vendors for repairs and upgrades.

Qualifications

• Experience providing Tier II/Tier III desktop support in an enterprise environment.
• Strong knowledge of Microsoft Windows operating systems, Microsoft 365 applications, and desktop hardware.
• Experience supporting printers, mobile devices, peripherals, and basic network connectivity issues.
• Familiarity with Active Directory, user account administration, and ticketing systems.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent verbal and written communication skills with a customer-service orientation.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Associate degree in Information Technology or equivalent experience preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or similar certifications are a plus.

Responsibilities

• Provide advanced onsite technical support for desktop, laptop, mobile device, printer, and peripheral issues.
• Troubleshoot and resolve escalated hardware, software, operating system, and network connectivity problems.
• Serve as a liaison between end users, the Remote Service Desk, and engineering teams to ensure timely issue resolution.
• Escalate complex incidents to specialized support teams and collaborate on root cause analysis and permanent solutions.
• Install, configure, image, deploy, and maintain end-user devices and associated software applications.
• Support workstation moves, adds, changes, upgrades, and technology refresh initiatives.
• Maintain accurate documentation of incidents, resolutions, asset information, and system configurations within ticketing systems.
• Monitor system performance, identify recurring issues, and recommend improvements to enhance stability and user experience.
• Coordinate with hardware vendors and third-party providers for repairs, warranty work, and system upgrades.
• Adhere to MCPC service standards, processes, and documentation requirements while meeting established service level agreements (SLAs).
• Completes Access Requests(COMPREQ) based on approval form security access.
• Provide professional, customer-focused support while building strong relationships with client end users and stakeholders.

Skills

Tier II/Tier III desktop support

Windows OS

Microsoft 365

Desktop hardware

Active Directory

Ticketing systems

Troubleshooting

Customer-service

multitasking

Education

Associate degree in Information Technology or equivalent

Tools

Active Directory

Ticketing systems

Job description

MCPC is seeking an Onsite Support Technician to work with service delivery teams to resolve technology issues quickly and keep systems running with minimal disruption.

Responsibilities include advanced onsite support for desktops, laptops, mobiles, printers, and peripherals; troubleshooting hardware, software, OS, and network problems; liaising with end users, Remote Service Desk, and engineering teams; and coordinating with vendors for repairs and upgrades.