Field Support Technician (L2) - Concord, CA

Quadratic IT, LLC•Concord, CA

2d•Onsite

About The Position

This is an onsite role where you will be the face of MSP4 at a client site, interacting directly with end users to resolve issues such as non-booting laptops, network connectivity problems with printers, and setting up new hire workstations. Your primary work location will be the assigned client facility, with potential regional coverage for nearby MSP4 clients. The role requires context switching across different clients and priorities throughout the day. MSP4 serves as the embedded IT department for clients in professional services, legal, distribution, manufacturing, and government sectors, with user counts ranging from 50 to 1,500. Compliance requirements such as CMMC L2, NIST 800-171, and SOC 2 are active within this client base. As an L2 technician, you will operate within established procedures and runbooks created by L3 Systems Administrators, Senior Engineers, and the Principal Solutions Architect. Your responsibility is clean execution at the endpoint and site layer, with prompt escalation for issues involving servers, core network, storage, or compliance-scoped systems. You will not be responsible for design or changes to these higher-level systems.

Requirements

2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment.
US-based work location and US-person status (US citizen, US national, lawful permanent resident, or protected individual).
Windows 10 and Windows 11 support depth: imaging, OS troubleshooting, driver work, and domain join.
Active Directory user-support operations and existing Group Policy troubleshooting.
Microsoft 365 end-user administration.
Basic networking at the site layer with the judgment to escalate switch configuration to L3.
PSA/ITSM ticketing discipline from intake through resolution.
End-user communication that holds under production pressure.

Nice To Haves

Printer and peripheral support across office and manufacturing-floor devices.
Endpoint security hygiene on CMMC-scoped systems.
Prior multi-client service delivery experience.
Documentation discipline at ticket close.
Certifications: Security+, Cisco CCNA, Microsoft 365 Fundamentals, or early Azure credentials.

Responsibilities

Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering.
Troubleshoot and repair workstations, peripherals, and local networking onsite, including patch cable tracing, switch port verification, VLAN membership checks, and Wi-Fi coverage validation. Network configuration changes will be escalated to L3.
Support printers and peripherals across common office brands and manufacturing-floor label printers.
Perform Active Directory user-support operations such as account unlocks, password resets, group membership adjustments, and workstation re-joining to the domain.
Provide Microsoft 365 end-user support for mailbox access, OneDrive sync, Teams, SharePoint file issues, and license assignment.
Deliver remote assistance using MSP4 tools and systems during any remote-work portions of the day, maintaining ticketing discipline.
Own tickets from intake through resolution in the service management platform (Jira Service Management), following runbooks and escalating when necessary.
Apply endpoint-layer security hygiene, including phishing triage, password hygiene discussions, lost or stolen device response, local admin cleanup, and removable-media checks in CMMC-scoped environments.
Communicate calmly and clearly with non-technical users, from manufacturing floor staff to executives, under production pressure.
Document ticket resolutions thoroughly so that another technician can follow the steps without further questions, including reproducible steps, root cause, and attached artifacts.
Verify DNS resolution, DHCP behavior, and VLAN membership at the site layer, escalating switch configuration changes to L3.
Prepare workstations and peripherals for new hires to ensure they are productive on their first day.