What are the responsibilities and job description for the Information Technology Support Specialist position at Empower Information Systems?
Onsite Support Technician / Engineer
Level 1–2 | Empower Information Systems – Managed IT Services
Position Summary
Empower Information Systems is seeking a highly motivated, customer-focused Onsite Support Technician / Engineer (L1–L2) to join our growing team. This role is an onsite position requiring 10 hours per week onsite at a dedicated client location and 30 hours per week working from our office supporting additional clients and internal service delivery.
This is not an entry-level position. We are looking for someone with a strong personality, confident presence, and excellent people skills, who can represent Empower professionally onsite while also delivering high-quality technical support.
Key Responsibilities
Onsite Client Support – Approximately 10 Hours/Week
· Serve as the primary point of contact for the client during onsite visits
· Build and maintain strong relationships with client stakeholders
· Provide hands-on support for:
o Workstations, printers, and peripherals
o Basic network troubleshooting (connectivity, switches, wireless)
o User issues, application support, and hardware troubleshooting
· Proactively identify issues, risks, and improvement opportunities
· Communicate clearly with both technical and non-technical users
· Escalate complex issues to senior engineers when needed
In-Office / Remote Support – Approximately 30 Hours/Week
· Handle incoming support tickets, requests, and escalations
· Perform remote troubleshooting using diagnostic techniques
· Support:
o Windows environments and Microsoft 365/O365
o Active Directory user management
o Network and connectivity issues
o Printers, scanning, and endpoint devices
· Document all work in PSA systems and maintain accurate ticket notes
· Collaborate with the engineering team on escalations and projects
· Follow standard processes for ticket handling, communication, and resolution
Skills & Qualifications
Technical Requirements
· 2–4 years of experience in IT support (MSP experience strongly preferred)
· Strong troubleshooting skills across:
o Windows 10/11 environments
o Microsoft 365 / Office applications
o Basic networking (DNS, DHCP, Wi-Fi, switches)
· Working knowledge of:
o Active Directory
o Remote support tools
o Printers, endpoints, and common business applications
Soft Skills
· Strong interpersonal and communication skills
· Confident, professional, and able to own a room onsite
· Ability to explain technical concepts in simple terms
· High level of customer service and responsiveness
· Self-driven and able to work independently onsite
· Organized and detail-oriented
Work Environment & Expectations
· Hybrid role:
o 10 hours/week onsite at client location
o 30 hours/week in-office supporting MSP operations
· Fast-paced MSP environment with multiple clients and priorities
· Requires strong time management, adaptability, and ownership
What We’re Looking For
This role is ideal for someone who:
· Wants to grow into higher-level engineering roles
· Enjoys both people interaction and technical problem-solving
· Can represent Empower confidently in front of clients
Bonus / Preferred Qualifications
· MSP experience
· Experience with PSA/RMM tools (Autotask, ConnectWise, etc.)
· Exposure to Azure or cloud environments
· Basic networking certifications (Net , etc.)
Why Empower
· Growing MSP with strong team culture
· Opportunity to expand technical skills and client exposure
- · Direct path to higher-level engineering roles