On Site Support Technician

This is a proactive, part-time global services engagement. The role typically requires on-site work two times a year for one week at a time.

About the role

The On-Site Support Technician ensures proper computer operation so that end users can accomplish business tasks. This includes resolving escalated end-user help requests within established SLAs, often providing in-person, hands-on help at the desktop level.

Responsibilities

• Evaluate documented resolutions and analyze trends to prevent future problems.
• Alert management to emerging trends in incidents.
• Maintain project scope, goals, and deliverables in collaboration with the team, management, and stakeholders.
• Communicate progress on task assignments and set proper expectations for team members and stakeholders.
• Liaise with project stakeholders on an ongoing basis.
• Assist in software releases and rollouts following Change Management best practices.
• Support purchasing for enterprise hardware and software, including purchase order creation, tracking, and goods receipt.
• Provide Level I Support during high request volumes.
• Support OSSTs through their daily tasks and assist in onboarding new team members.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers and escalate problems to management when required.
• Record, track, and document the service desk request problem-solving process, including all decisions and actions taken.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources to resolve problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, implementing file backups, and configuring systems.
• Install anti-virus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning servers and client-side devices.
• Demonstrate extensive knowledge of storage technologies (SAN/NAS), Active Directory/Global Catalogue, and server hardware (SCSI, RAID, I/O topology).
• Install, configure, and maintain server hardware and network equipment.
• Apply strong familiarity with TCP/IP, Cisco network protocols, firewall management, and operating system configuration.
• Test and validate fixes to ensure problems are adequately resolved.
• Perform post-resolution follow-ups with the team lead as required.
• Develop Work Instruction Packages and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assist in troubleshooting automation control systems, including PLCs, HMIs, servo motors, and software-driven instrumentation.
• Demonstrate familiarity with automation control networks and legacy industrial control networks.
• Understand and apply the National Electrical Code and related specifications in an industrial environment.
• Prioritize safety needs in operational support and work execution (e.g., Arc Flash/Shock Hazard safety, confined space entry, LOTO, hazardous materials, hand tool safety).

Requirements

• Knowledge of advanced computer hardware, including SSDs and general peripherals.
• Experience with desktop and server operating systems, including Windows 7, Server 2008, and above.
• Extensive experience supporting Microsoft Office, SAP, Altiris, and Ghost.
• Strong working knowledge of diagnostic tools like PowerShell commands, ALTools, and Anti-Malware tools.
• Strong knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Strong interpersonal skills for rapport-building, listening, questioning, and leadership.
• Proficiency in documentation practices.
• Fluent English; French language skills are beneficial.
• Ability to conduct research into a wide range of computing issues.
• Ability to lead a team of 1-2 technicians.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed with a strong attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Qualifications

• College diploma or university degree in computer science or equivalent work experience.
• Certification in Microsoft Technology Associate – IT Infrastructure and ITIL Foundation Certification (within 6 months of employment).
• Certificates in basic server and network management preferred within the first year of employment.
• Experience with any of the following technologies: Active Directory, ALTools, Cisco Routers/Switches, PowerShell, SAP, vSphere, TCP/IP, SCSI, RAID, I/O topology.

Skills

• Desktop support
• Windows operating systems
• Customer service orientation
• Microsoft Office Suite
• Intune and Autopilot
• ServiceNow
• Strong communication and interpersonal skills

Technology Environment

• Windows/Microsoft: MS Office, Active Directory, Windows 7, Windows Server 2008+
• Application Support: SAP, Altiris, Ghost
• Diagnostic Utilities: PowerShell commands, ALTools, Anti-Malware tools
• Network/Hardware: SAN or NAS, Active Directory/Global Catalogue, Network/Server Equipment (SCSI, RAID, I/O topology), TCP/IP and Cisco network protocols, Firewall management, Operating system configuration
• Automation Control Systems: PLCs (Programmable Logic Controllers), HMIs (Human-Machine Interfaces), Servo motors, Software-driven instrumentation

Pay

The pay range for this position is $28.00 - $32.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a part-time, contract position based in Mount Crawford, VA. The role is fully onsite and typically requires work two times a year for one week at a time.