Field Support Technician (L2) - Budd Lake, NJ

Quadratic IT, LLC•Budd Lake, NJ

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 end-user support, troubleshooting hardware and software issues, and preparing workstations for new hires. The work is primarily at a designated client facility, with potential regional coverage for other MSP4 clients. The role involves context switching across different clients and priorities throughout the day. MSP4 serves as the embedded IT department for various clients, with a strong emphasis on compliance requirements such as CMMC L2, NIST 800-171, and SOC 2. As an L2 technician, the role operates within established procedures and runbooks, focusing on clean execution at the endpoint and site layer, with escalation to L3 for server, core network, storage, or compliance-scoped 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.
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-join to the domain.
Provide Microsoft 365 end-user support for mailboxes, OneDrive, Teams, SharePoint, and license assignment.
Deliver remote assistance through MSP4 tools and systems stack during 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, lost or stolen device response, local admin cleanup, and removable-media checks.
Communicate calmly and clearly with non-technical users, from manufacturing floor staff to executives, under production pressure.
Document ticket resolutions thoroughly, including reproducible steps, root cause, and attached artifacts.
Verify DNS resolution, DHCP behavior, and VLAN membership at the site layer, escalating switch configuration changes.
Prepare workstations and peripherals for new hires to ensure productivity on their first day.