On-Site IT Support Technician

On-Site IT Support Technician

Company: Launch MSP, LLC

Location: Chesapeake, Virginia

Work arrangement: Full-time, on-site at a customer-controlled facility

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m.

Classification: Hourly, nonexempt

Pay: $26.44-$30.05 per hour, approximately $55,000-$62,500 annualized at 40 hours per week

About the Role

Launch MSP is hiring an On-Site IT Support Technician to provide hands-on technical support at a customer facility in Chesapeake, Virginia.

You will serve as the primary on-site IT resource for local users and equipment while working as part of Launch MSP’s broader service-delivery team. Responsibilities include desktop troubleshooting, user support, equipment deployment, onboarding and offboarding assistance, inventory coordination, ticket documentation, and escalation of advanced issues to Launch MSP’s remote service desk and senior technical resources.

Customer support requests will take priority throughout the workday. When no on-site requests are pending, you may assist with other Launch MSP service-desk work while remaining available to respond promptly to customer needs.

Prior completion of a federal Tier 3 background investigation is preferred but not required. The selected candidate must be willing to complete the required personnel-vetting process and must receive and maintain the favorable customer or sponsoring-organization determination required for the assignment. An active Secret security clearance is not required.

Responsibilities

• Provide professional on-site technical support Monday-Friday from 8:00 a.m. to 5:00 p.m.
• Troubleshoot Windows desktops and laptops, business applications, user accounts, printers, peripherals, and connectivity issues.
• Provide desk-side assistance to users requiring hands-on support.
• Install, configure, deploy, relocate, replace, and remove computers and related equipment.
• Set up monitors, docking stations, printers, headsets, and other standard peripherals.
• Support meeting-room and video-conferencing equipment.
• Assist with new-user onboarding, workstation preparation, equipment delivery, and access coordination.
• Assist with user offboarding, equipment collection, inventory updates, and access-removal coordination.
• Respond to walk-up requests while ensuring substantive work is documented in the service desk platform.
• Maintain accurate and timely ticket notes describing the issue, troubleshooting performed, current status, and resolution.
• Prioritize support requests based on urgency, business impact, security impact, and customer priorities.
• Communicate status updates and next steps clearly to users and customer stakeholders.
• Determine when an issue requires escalation to the remote service desk, systems administrators, vendors, or other technical resources.
• Coordinate hands-on troubleshooting and remediation with remote technical personnel.
• Track customer equipment and assist with inventory reconciliation.
• Identify recurring technical issues and opportunities to improve support processes.
• Follow all Launch MSP and customer requirements related to security, confidentiality, access control, acceptable use, and incident escalation.
• Clearly identify yourself as a Launch MSP contractor when interacting with government personnel, customer representatives, and third parties.
• Assist with other Launch MSP support work during periods of low on-site demand while remaining available for customer needs.

Required Qualifications

Candidates must meet at least one of the following:

• An associate degree or higher in information technology, computer science, cybersecurity, information systems, network administration, or a closely related technical field;
• One or more years of professional desktop support, help desk, field-service, or end-user IT support experience; or
• A current CompTIA A certification.

Equivalent combinations of relevant education, technical training, certifications, and experience may be considered.

Candidates must also have:

• Working knowledge of Windows desktop operating systems and common business applications.
• Ability to troubleshoot workstation hardware, software, login, printing, peripheral, and basic connectivity issues.
• Ability to install and configure computers, applications, printers, and standard peripheral equipment.
• Experience using, or the ability to learn, a professional ticketing or service-management platform.
• Strong written and verbal communication skills.
• A professional and patient approach to user support.
• Ability to explain technical issues clearly to nontechnical users.
• Ability to work independently while following established procedures and escalation paths.
• Ability to organize and prioritize multiple support requests.
• Ability to maintain accurate technical documentation.
• Ability to protect customer credentials, equipment, and confidential information.
• Reliable transportation and consistent availability to work at the assigned Chesapeake facility.
• Authorization to work in the United States.
• Willingness to complete all required forms, releases, fingerprinting, interviews, training, and other steps associated with the federal personnel-vetting process.
• Ability to obtain and maintain the customer, credentialing, personnel-vetting, and facility-access approvals required for the assignment.
• Ability to satisfy applicable export-control requirements associated with the assignment.

Employment and continued assignment are contingent upon receiving and maintaining all required customer, personnel-vetting, credentialing, and facility-access approvals.

Candidates should not submit Social Security numbers, investigation records, clearance documents, or other sensitive personal information with their initial application. Verification instructions will be provided later in the hiring process.

Preferred Qualifications

• Prior completion of a federal Tier 3 background investigation that can be verified and accepted by the customer or sponsoring organization.
• Experience providing desktop, endpoint, help-desk, or field support.
• Experience working for a managed service provider or internal IT help desk.
• Experience supporting government contractors or working in controlled-access facilities.
• Familiarity with Active Directory, Microsoft Entra ID, Microsoft 365, or similar platforms.
• Experience with remote monitoring and management, endpoint-management, remote-support, or professional service automation tools.
• Experience with workstation imaging, deployment, patching, and lifecycle management.
• Experience with asset tracking and inventory processes.
• Familiarity with TCP/IP, DHCP, DNS, wired networking, wireless networking, and VPN troubleshooting.
• Familiarity with multifactor authentication, endpoint security, least privilege, and secure information-handling practices.
• CompTIA Network , CompTIA A , Microsoft, ITIL, or another relevant technical certification.

Compensation and Schedule

The pay range is $26.44-$30.05 per hour, depending on relevant experience, education, certifications, technical capability, and prior federal personnel-vetting history.

This is a full-time, nonexempt position scheduled for 40 hours per week:

Monday-Friday, 8:00 a.m.-5:00 p.m.

Overtime is not routinely expected and requires advance management approval. All compensable time worked will be paid in accordance with applicable law.

Work Environment

This position is performed primarily at a customer-controlled facility in Chesapeake, Virginia and may involve work in office, training, technical, or operational areas.

The technician must be able to:

• Move regularly between supported work areas.
• Work at desks, equipment stations, and technology closets as needed.
• Set up and relocate standard computers, monitors, printers, and related equipment.
• Follow customer safety, access, photography, device-use, removable-media, and information-security requirements.
• Maintain professional conduct and appearance appropriate for a customer facility.

This is not a remote position. Limited remote work may occasionally be permitted with prior approval from Launch MSP and the customer.

Customer Assignment

This is a full-time, at-will position with Launch MSP. The selected employee will initially be assigned to a Launch MSP customer engagement.

Customer assignments, schedules, service requirements, and contract durations may change or end. If the initial assignment ends, Launch MSP may consider the employee for other available work based on business needs, qualifications, location, and available positions. Continued assignment or reassignment cannot be guaranteed.

Equal Employment Opportunity

Launch MSP is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.

Employment decisions are based on qualifications, merit, business requirements, and the ability to perform the essential functions of the position. Reasonable accommodations are available to qualified applicants and employees with disabilities as required by applicable law.