Support Technician (Onsite)

About the role

Layer 9 is a trusted IT partner for clients in the medical, dental, and legal industries. We ensure their systems remain secure, efficient, and operational through both remote and onsite support.

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.

Requirements

• 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.

Qualifications

Layer 9 values skill, initiative, and accountability in its team members. The company offers exposure to diverse technologies and industries, a culture that rewards innovation and growth, and leadership that respects expertise and promotes balance between career and life.

Skills

• Technical proficiency in Windows OS, Office 365, Azure AD, and Active Directory.
• Proven troubleshooting skills for networks, endpoints, and security configurations.
• Strong communication and documentation abilities.
• Familiarity with ConnectWise, ServiceNow, or similar ticketing systems.
• Experience with VOIP, low-voltage networking, and A/V setups.
• Powershell scripting experience or background supporting dental software.
• Understanding HIPAA compliance standards.

Benefits

Layer 9 offers a collaborative environment that values skill, initiative, and accountability. The company provides exposure to diverse technologies and industries, a culture that rewards innovation and growth, and leadership that respects expertise and promotes balance between career and life.

Pay

The salary range for this position is $50,000 - $70,000 annually, commensurate with experience.

Schedule

Layer 9 supports both remote and onsite work schedules, allowing for flexibility and a healthy work-life balance.