Field Support Technician (L2) - Tinley Park, IL

Quadratic IT, LLC•Tinley Park, IL

2d•Onsite

About The Position

This is an onsite role where the technician acts as the face of MSP4 at a client site, responsible for addressing end-user issues such as non-booting laptops, network connectivity problems with printers, and preparing workstations for new hires. Work is primarily at 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 client sizes ranging from 50 to 1,500 users. Compliance requirements like CMMC L2, NIST 800-171, and SOC 2 are active. As an L2 technician, the role operates within established procedures and runbooks created by L3 Systems Administrators, Senior Engineers, and the Principal Solutions Architect. The focus is on clean execution at the endpoint and site layer, with prompt escalation for issues involving servers, core network, storage, or compliance-scoped systems. Design and changes to these higher-level systems are handled by the L3 tier.

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 required (US citizen, US national, lawful permanent resident, or protected individual). Work authorization alone is not sufficient.
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 escalate 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 against approved standards, and workstation re-join to the domain.
Provide Microsoft 365 end-user support for mailbox access, OneDrive sync, Teams, SharePoint file issues, and license assignment under team standards.
Deliver remote assistance through MSP4 tools and systems stack during any remote-work portion of the day, maintaining the same ticketing discipline used onsite.
Own tickets from intake through resolution in the service management platform (Jira Service Management), following MSP4 runbooks for standard procedures and escalating to L3 when a change impacts servers, core network, storage, or compliance-scoped systems.
Apply endpoint-layer security hygiene, including phishing triage, password hygiene conversations, lost or stolen device response, local admin cleanup, and removable-media checks in CMMC-scoped environments.
Communicate with non-technical users, from manufacturing floor staff to executives, calmly and clearly under production pressure.
Document at ticket close so another technician can follow without questions, including reproducible steps, root cause when known, 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 ahead of new-hire start dates to ensure user productivity on day one.