Managed IT Services - On Site Support Technician

Softthink Solutions Inc • City of Canton, GA

5h • Onsite

About The Position

Provides on-site and remote end-user support for City of Canton staff. Handles helpdesk tickets, troubleshooting, workstation support, and escalation for incidents that cannot be resolved remotely. Supports approximately 150 staff and ~250 workstations.

Requirements

• Must work on-site at City Hall when required
• Support hours: Mon–Fri, 8 AM–5 PM ET
• Must use documented ticketing system
• Must meet SLAs: Critical: 30-minute response, High: 1-hour response, Standard: 4 business hours
• 2–4 years of helpdesk or desktop support experience
• Experience supporting Windows workstations, printers, basic networking
• Experience using ticketing systems and meeting SLAs

Nice To Haves

• Associate degree in IT, Computer Support, or related field
• Technical certifications (A+, Network+, MCP)

Responsibilities

• Provide remote and on-site technical support
• Troubleshoot workstation, printer, network, and application issues
• Escalate unresolved issues to senior engineers
• Document all work in ticketing system
• Support emergency after-hours critical incidents (network outage, ransomware, firewall failure)
• Assist with new workstation setup and replacement hardware configuration

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree