Field Support Technician (L2) - Rockford, IL

Quadratic IT, LLC•Rockford, IL

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. 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 acts as the embedded IT department for clients ranging from 50 to 1,500 users, with a strong emphasis on compliance requirements like CMMC L2, NIST 800-171, and SOC 2. 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 primary responsibility is clean execution at the endpoint and site layer, with prompt escalation for issues involving servers, core network, storage, or compliance-scoped systems. Design and server/network/storage changes are handled by higher tiers.

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. Work authorization alone (work visa, OPT, or EAD) does not qualify; see Eligibility & Scoring for the full definition.
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 such as Zebra.
Perform Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, and workstation re-join to the domain.
Provide Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, and license assignment under team standards.
Deliver remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite.
Own tickets from intake through resolution in our service management platform (Jira Service Management): follow MSP4 runbooks for standard procedures and escalate to L3 when a change touches servers, core network, storage, or compliance-scoped systems.
Apply endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, 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 tech can follow without asking questions: reproducible steps, root cause when known, and artifacts attached.
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 so the user is productive on day one.