Tier 1 Engineer, End User Support (On-Site Northern VA Area)

Magna5 MS • Charlottesville, VA

2d • Onsite

About The Position

We are looking for a driven and client-focused Tier 1 Field Support Engineer to join our expanding team serving the Northern Virginia area. In this role, you will be a visible, on-site representative of our organization, traveling to client locations to deliver hands-on technical support and building strong relationships with the businesses we serve. When not deployed in the field, you will contribute to our help desk team by handling inbound support requests and resolving remote tickets, ensuring seamless coverage and consistent service quality across all channels. This is an ideal opportunity for a motivated IT professional who thrives in a fast-paced environment, enjoys variety in their day-to-day work, and takes pride in delivering exceptional client experiences, whether face-to-face or over the phone.

Requirements

• 2+ years of experience in a help desk, IT support, or customer service role (MSP experience a plus).
• Experience with PSA and RMM Tools
• Foundational knowledge of Windows and Mac operating systems.
• Familiarity with Microsoft 365, Active Directory, and common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Strong verbal and written communication skills.
• Excellent problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.
• Must possess a valid driver's license with a clean driving record, a reliable personal vehicle, and current auto insurance coverage, as regular travel to client sites throughout the Northern Virginia are is a core requirement of this position.
• High school diploma or equivalent required

Nice To Haves

• IT certifications (CompTIA A+, Network+, etc.) preferred.
• At least one certification in: CompTIA A+, N+, or S+, Microsoft Beginner Certificates
• Candidates with multiple certifications will have priority consideration

Responsibilities

• Travel to client sites throughout the Northern Virginia area to deliver hands-on technical support, representing the company professionally in all on-site interactions.
• Respond to inbound client support requests via phone, email, and ticketing systems in a timely and professional manner when not deployed in the field.
• Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and on-site infrastructure.
• Escalate complex issues to Tier 2/3 support according to established procedures, providing thorough documentation of all steps taken prior to escalation.
• Accurately document all client interactions, on-site visits, troubleshooting steps, and resolutions within the service management platform.
• Perform password resets, account unlocks, and basic user administration in Active Directory, Microsoft 365, and similar environments.
• Follow up with clients to confirm issues are fully resolved and provide clear status updates throughout the support process.
• Maintain a high level of client satisfaction through professional, friendly, and empathetic communication, both in person and remotely.
• Participate in ongoing training to develop technical skills and stay current with emerging technologies and company procedures.

Benefits

• Paid time off including paid holidays and floating holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED