Support Technician (Onsite)

Layer 9; Suffolk (VA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Remote + Onsite support

Work-life balance

Job summary

Layer 9 is seeking an experienced IT Support Technician to be the first line of defense for client issues, onsite at customer locations and also supporting remote requests. You will diagnose hardware, software, and network problems, manage Microsoft 365 and Azure AD configurations, and document solutions to uphold high SLA standards.

Ideal candidates have 3+ years in IT support, strong Windows/Office 365 skills, and solid ticketing experience.

Qualifications

• 3+ years in IT support or help desk roles, preferably in MSP environments.
• Deep knowledge of Windows OS, Office 365, Azure AD, and Active Directory.
• Proven troubleshooting skills for networks, endpoints, and security configurations.
• Strong communication and documentation abilities — especially with clients.
• Familiarity with ticketing systems such as ConnectWise or ServiceNow.
• Experience with VOIP, low-voltage networking, and A/V setups is a plus.
• Bonus: PowerShell scripting experience or background supporting dental software (Dentrix, Dexis).
• Understanding HIPAA compliance standards (for medical/dental clients).
• Valid driver’s license and clean driving record.

Responsibilities

• Serve as the first point of contact for client support needs — onsite and remote.
• Diagnose and resolve hardware, software, and network issues quickly and accurately.
• Support Microsoft 365 environments, Azure AD, and endpoint security configurations.
• Manage tickets and document solutions in line with service standards (SLA).
• Escalate complex issues to senior engineers as needed and collaborate to prevent recurrences.
• Maintain system security with MFA, patching, antivirus, and firewall support.
• Assist with client onboarding/offboarding and ensure clean transitions.
• Contribute to process improvements and internal knowledge base updates.

Skills

3+ years IT support

Windows OS

Office 365

Azure AD

Active Directory

Troubleshooting

Communication

Ticketing experience

HIPAA awareness

Tools

ConnectWise

ServiceNow

PowerShell

Job description

IT Support Technician Needed to Deliver Excellence

About Layer 9

Are you ready to join a results-driven IT team that redefines Improvement? At Layer 9, we are more than just tech experts — we’re trusted partners to clients in the medical, dental, and legal industries. Our work ensures their systems stay secure, efficient, and operational. We offer both remote and onsite support, blending professionalism with a culture of collaboration, continuous improvement, and genuine work-life balance.

The Opportunity

Do you take pride in solving tough technical problems and keeping clients running without missing a beat? Are you the kind of person who thrives when trusted to own the problem — from diagnosis to resolution — while communicating clearly and confidently?
If this sounds like you, we want to meet you. We’re looking for an experienced IT Support Technician who can bring calm to chaos, structure to systems, and excellence to every client interaction.

What You’ll Do

As the first line of defense for client technical issues, you’ll handle hardware, software, and network challenges with skill and professionalism. You’ll operate primarily onsite at client offices managing Microsoft 365 environments, troubleshooting complex security and connectivity issues, and ensuring everything runs smoothly.
Your work keeps clients confident, secure, and productive. Every ticket you close and every problem you prevent adds value to the trusted relationships Layer 9 is built on.

Why You’ll Love Working Here

At Layer 9, you’ll find:

• A collaborative environment that values skill, initiative, and accountability.
• Exposure to diverse technologies and industries — no two days are the same.
• A culture that rewards innovation and growth, not just “keeping the lights on.”
• Leadership that respects your expertise and encourages balance between career and life.

Key Responsibilities

• Serve as the first point of contact for client support needs — onsite and remote.
• Diagnose and resolve hardware, software, and network issues quickly and accurately.
  
• Support Microsoft 365 environments, Azure AD, and endpoint security configurations.
• Manage tickets and document solutions in line with service standards (SLA).
• Escalate complex issues to senior engineers as needed and collaborate to prevent recurrences.
• Maintain system security with MFA, patching, antivirus, and firewall support.
• Assist with client onboarding/offboarding and ensure clean transitions.
• Contribute to process improvements and internal knowledge base updates.

What You Bring

• 3+ years in IT support or help desk roles, preferably in MSP environments.
• Deep knowledge of Windows OS, Office 365, Azure AD, and Active Directory.
• Proven troubleshooting skills for networks, endpoints, and security configurations.
• Strong communication and documentation abilities — especially with clients.
• Familiarity with ConnectWise, ServiceNow, or similar ticketing systems.
• Experience with VOIP, low-voltage networking, and A/V setups is a plus.
• Bonus: PowerShell scripting experience or background supporting dental software (Dentrix, Dexis).
• Understanding HIPAA compliance standards (for medical/dental clients).
• Valid driver’s license and clean driving record.

Your Impact

When you succeed, clients stay secure, efficient, and confident — and that’s what drives us. If you’re detail-oriented, resourceful, and ready to elevate the IT experience for businesses that depend on technology, you’ll feel right at home at Layer 9.