Field Support Technician (L2) - Rockford, IL

Quadratic IT, LLC•Rockford, IL

2d•Onsite

About The Position

This is an onsite role. You are MSP4's face at a client site: the person end users see, the person who closes the loop when a laptop won't boot, a printer stops talking to the network, or a new hire's workstation needs to be ready before they walk in the door. Work happens primarily at the client facility assigned to your posted location, with regional coverage for nearby MSP4 clients where it applies. Context switching across clients and priorities throughout the day is part of the job. Msp4 operates as the embedded IT department for a portfolio of professional services, legal, distribution, manufacturing, and government clients. Compliance weight is real: CMMC L2, NIST 800-171, and SOC 2 are active requirements in this client base. At the L2 tier you operate inside the procedures and runbooks established by the L3 Systems Administrators, Senior Engineers, and the Principal Solutions Architect who owns design. Your job is clean execution at the endpoint and site layer, fast escalation when the right answer lives a tier up, and documentation that makes the next tech's life easier.

Requirements

2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment
US person status and US-based work location. You must be based in the United States and qualify as a US person (US citizen, US national, lawful permanent resident, or protected individual under US law). This role's access to Controlled Unclassified Information (CUI) and export-controlled systems on CMMC-scoped client sites is restricted under CMMC L2 and US export control regulations.
Windows 10 and Windows 11 fluency: imaging, OS troubleshooting, driver work, domain join, profile and roaming data handling
Active Directory and Group Policy at the user-support level: password resets, group membership changes, policy troubleshooting, basic OU navigation
Microsoft 365 at the user-administration level: mailbox permissions, OneDrive sync issues, Teams and SharePoint file problems, license assignment
Printer and peripheral troubleshooting across common brands (HP, Canon, Xerox, Brother) and manufacturing-floor devices (Zebra, Datamax, Honeywell)
Basic networking: DNS resolution, DHCP behavior, VLAN awareness, patch panel and switch port tracing. Scope covers concepts and verification; switch configuration escalates to L3.
Ticketing discipline in a PSA (HaloPSA preferred; ConnectWise, Autotask, ServiceNow, or equivalent also transferable)
Communication skills tuned for non-technical end users. Manufacturing floor volume, tempo, and time pressure are part of the job.
Security awareness that holds under pressure: no password sharing, phishing recognition, endpoint hygiene, no shortcut compromises on CMMC-scoped systems

Nice To Haves

Relevant certifications are a plus, not a requirement. Security+ carries weight on CMMC-scoped client sites. At the networking layer, we lean toward Cisco CCNA over CompTIA Network+ because CCNA demands hands-on configuration rather than definitional recall, and it points toward our L3 track. Microsoft 365 Fundamentals and early Azure credentials are welcome.
Prior experience in a multi-client service delivery environment

Responsibilities

Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering
Onsite troubleshooting and repair for workstations, peripherals, and local networking: patch cable tracing, switch port verification, VLAN membership checks, Wi-Fi coverage validation. Network configuration changes escalate to L3.
Printer and peripheral support across common office and industrial brands, including Zebra and other manufacturing-floor label printers
Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, workstation re-join to domain
Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, license assignment under team standards
Remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite
Ticket ownership from intake through resolution: follow MSP4 runbooks for standard procedures, escalate to L3 when a change touches servers, core network, storage, or compliance-scoped systems
Endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, lost or stolen device response, local admin cleanup, removable-media checks in CMMC-scoped environments
Client communication with non-technical users, from manufacturing floor staff to executives. Calm, clear, respectful of production pressure.
Documentation at ticket close that another tech can follow without asking you questions. Reproducible steps, root cause when known, artifacts attached.