On-Site Support Desk Technician

The On-Site Support Desk Technician serves as the primary on-site technology point of contact for an assigned client location. You will deliver hands-on support for end users, educate and enable users through training and orientation, maintain accurate records, and drive high client satisfaction. The role blends technical troubleshooting with proactive communication, documentation, and light coordination of inventory and service transactions—ensuring a seamless technology experience for our client’s community.

ESSENTIAL FUNCTIONS:

• Provide on‑site and remote technical support for end‑user devices, business applications, and connectivity; escalate when appropriate per playbooks.
• Educate and enable delivery of 1:1 help, office hours, and brief workshops/orientations for new users on core tools (Microsoft 365/Teams, device basics, safe computing).
• Respond promptly to requests, troubleshoot hardware/software issues, and document symptoms, actions, and outcomes in the ticketing system with clear next steps.
• Create and update user‑friendly how‑to guides and knowledge articles to reduce repeat incidents and improve self‑service.
• Maintain client documentation (asset details, configurations, site specifics) and keep it current.
• Identify recurring issues and recommend preventative improvements to enhance reliability and user experience.
• Coordinate light inventory tasks with the account team (loaners, peripherals, consumables) and support simple service transactions (e.g., capturing approvals; routing for invoicing).
• Meet or exceed support KPIs (first‑response, time to resolution, CSAT, documentation completeness, SLA adherence).
• Communicate effectively with technical and non‑technical users; represent Marco professionally on site.
• Maintain current technical knowledge and continuously expand skills relevant to the client environment.
• Attend required company and client meetings; comply with service administration (accurate time entry, updates, and close‑out).
• Perform other related duties as assigned.

QUALIFICATIONS:

• Associate degree in a technology field and 2+ years of relevant support experience; or equivalent combination of education and experience.
• One or more: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals, Microsoft Azure Fundamentals, Google IT Support Professional, or similar. (MTA or successor equivalent acceptable.)
• Valid Driver’s License, proof of personal insurance and clean driving record

REQUIRED SKILLS:

• Excellent writing skills required: experience capturing, documenting, and illustrating complex functional and technical requirements.
• Clear, empathetic communication with non‑technical users; strong follow‑through and ownership from start to finish.
• Basic understanding of network applications, protocols, and IT infrastructure.
• Excellent client relationship management skills with the ability to communicate effectively with stakeholders at all levels.
• Strong IT infrastructure, hardware, software, and networking knowledge.
• Strong problem-solving skills with a focus on delivering high-quality service solutions.
• Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools.
• Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred.
• Excellent communication skills in working with and relating to people at all levels of an organization.
• Well organized and self-directed while being a team player.
• Treat people respectfully, work with integrity and ethics, and uphold organizational values.

Pay Range: $21.64 - $32.46 hourly

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.