Onsite IT Technician - First Call Resolution

Wlgroup; Norfolk (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

Wlgroup in Norfolk, VA is seeking a full-time front-line IT support specialist to deliver first call resolution, install and maintain IT equipment, and support users in a multinational setting.

You will handle level one incidents, manage assets, document actions in the ticket system, and escalate when needed; on-site duties include PCs, printers, and software on workstations. Some after-hours support may be required.

Qualifications

• Provide first call resolution following standard operating procedures.
• Handle level one incidents and requests, escalating when appropriate.
• Install, configure, and maintain IT hardware and software across the local network.
• Maintain accurate records of actions in the ticket system and keep users informed.

Responsibilities

• Deliver first call resolution per SOPs.
• Provide level one support for incidents and requests, escalate to level two when necessary.
• Install and maintain IT equipment for the unit and customers.
• Install and maintain software on workstations across the local network.
• Record every action in the ticket system and keep status updates current.
• Follow up with users on completed requests before closing the ticket.
• Assist with IT asset accountability and lifecycle.
• Escalate issues to the cell head and support assigned tasks.

Skills

First call resolution

L2 escalation familiarity

Windows 10 administration

LAN installation & maintenance

IT asset management

English fluency

Education

A+ certification

Tools

Ticketing system experience

Job description

Wlgroup in Norfolk, VA is seeking a full-time front-line IT support specialist to deliver first call resolution, install and maintain IT equipment, and support users in a multinational setting.

You will handle level one incidents, manage assets, document actions in the ticket system, and escalate when needed; on-site duties include PCs, printers, and software on workstations. Some after-hours support may be required.