Onsite Support Technician (Level I)

Job Description

Job Description

Description:

We are looking for a dedicated Onsite Support Technician (Level I) to provide in-person IT support at a customer site. This role goes beyond technical troubleshooting — it’s about building strong relationships, delivering exceptional service, and becoming a trusted go-to resource for end users.

As the face of IT support onsite, you’ll provide hands-on assistance for a wide range of technical needs, including device setup, software issues, and AV/conference room support. Your ability to communicate clearly, follow through, and develop rapport with users will be essential to your success in this role.

Supervisory Responsibilities

• None

Responsibilities

• Serve as the primary onsite IT contact for all technical issues and service requests
• Build trust and maintain strong relationships with end users through approachable, proactive support
• Troubleshoot and resolve local hardware and software issues on desktops, laptops, printers, and mobile devices
• Complete full hardware setups for laptops, desktops, monitors, docking stations, TVs, conference room equipment, and peripherals
• Provide technical support for Microsoft 365 applications including Teams, Outlook, and OneDrive
• Set up and maintain conference rooms, including AV systems, TVs, webcams, and connectivity for hybrid meetings
• Respond to walk-up support and prioritize issues based on urgency and impact
• Escalate unresolved issues to higher-tier support while maintaining communication with users
• Maintain accurate ticketing and documentation within the service desk system
• Collaborate with remote teams for broader network or system-level troubleshooting
• Participate in asset tracking, hardware inventory, and coordination of hardware refresh projects
• Provide occasional off-hours or on-call support as needed

Preferred Qualifications and Experience

• 1–2 years of desktop or service desk support experience, preferably with onsite or face-to-face user support
• Ability to support C Suite executives in high pressure situations.
• Proven ability to build rapport and trust with business users
• Strong understanding of Windows OS, Microsoft 365 (Teams, Outlook, OneDrive), and general productivity tools
• Experience supporting conference room setups, AV equipment, and video conferencing tools
• Familiarity with Active Directory, account provisioning, and user permissions
• Basic networking knowledge (IP addressing, VPN, and Wi-Fi troubleshooting)
• Comfortable working independently and taking initiative onsite
• Experience with IT service management/ticketing systems (e.g., Autotask, ServiceNow)

Education

• High school diploma or equivalent required
• Technical certifications or associate degree preferred
• ITIL or Microsoft certifications are a plus

Position Type and Expected Hours of Work

• Full-Time
• Onsite at the customer's location in Princeton, New Jersey
• 40 hours per week
• Monday through Friday
• On-call and after-hours support may be required occasionally

Working Conditions and Physical Requirements

• May require occasional lifting/moving of IT equipment (up to 50 lbs)
• Prolonged periods of standing, walking, and working at a desk or computer
• Must be comfortable operating a computer and/or other office productivity machinery

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change and/or be modified at any time.