Managed IT Services - On Site Support Technician

Location: City of Canton, Georgia. Work authorization: US Citizen.

About the Role

Provides on-site and remote end-user support for City of Canton staff. Handles helpdesk tickets, troubleshooting, workstation support, and escalation for incidents that cannot be resolved remotely. Supports approximately 150 staff and 250 workstations.

Requirements

• Must work on-site at City Hall when required
• Support hours: Mon–Fri, 8 AM–5 PM ET
• Must use documented ticketing system
• Must meet SLAs:
  • Critical: 30-minute response
  • High: 1-hour response
  • Standard: 4 business hours

Responsibilities

• Provide remote and on-site technical support
• Troubleshoot workstation, printer, network, and application issues
• Escalate unresolved issues to senior engineers
• Document all work in ticketing system
• Support emergency after-hours critical incidents (network outage, ransomware, firewall failure)
• Assist with new workstation setup and replacement hardware configuration

Qualifications

• Associate degree in IT, Computer Support, or related field (preferred)
• Technical certifications (A+, Network+, MCP) are a plus
• 5–8 years of helpdesk or desktop support experience
• Experience supporting Windows workstations, printers, basic networking
• Experience using ticketing systems and meeting SLAs

Schedule

Mon–Fri, 8 AM–5 PM ET