What are the responsibilities and job description for the Support Technician (Onsite) position at Layer 9 IT?
IT Support Technician Needed to Deliver Excellence
About Layer 9
Are you ready to join a results-driven IT team that redefines Improvement? At Layer 9, we are more than just tech experts - we're trusted partners to clients in the medical and legal industries. Our work ensures their systems stay secure, efficient, and operational. We offer both remote and onsite support, blending professionalism with a culture of collaboration, continuous improvement, and genuine work-life balance.
The Opportunity
Do you take pride in solving tough technical problems and keeping clients running without missing a beat? Are you the kind of person who thrives when trusted to own the problem - from diagnosis to resolution - while communicating clearly and confidently?
If this sounds like you, we want to meet you. We're looking for an experienced IT Support Technician who can bring calm to chaos, structure to systems, and excellence to every client interaction.
What You'll Do
As the first line of defense for client technical issues, you'll handle hardware, software, and network challenges with skill and professionalism. You'll operate primarily onsite at client offices managing Microsoft 365 environments, troubleshooting complex security and connectivity issues, and ensuring everything runs smoothly.
Your work keeps clients confident, secure, and productive. Every ticket you close and every problem you prevent adds value to the trusted relationships Layer 9 is built on.
Why You'll Love Working Here
At Layer 9, You'll Find
As the sole IT technician onsite, you are more than a problem-solver - you are the heartbeat of the technology experience for everyone around you. The staff you work alongside will rely not just on your technical expertise, but on your presence, your attitude, and your ability to make them feel genuinely supported.
High Energy Is Not Optional Here - It's Essential.
You will set the tone for how the team experiences technology each day. Whether you're resolving an issue at a workstation steps away or troubleshooting a problem remotely for someone off-site, every interaction is an opportunity to energize the people around you and reinforce their confidence in the systems - and the team - supporting them.
What This Looks Like In Practice
Your Impact
When you succeed, clients stay secure, efficient, and confident - and that's what drives us. If you're detail-oriented, resourceful, and ready to elevate the IT experience for businesses that depend on technology, you'll feel right at home at Layer 9.
About Layer 9
Are you ready to join a results-driven IT team that redefines Improvement? At Layer 9, we are more than just tech experts - we're trusted partners to clients in the medical and legal industries. Our work ensures their systems stay secure, efficient, and operational. We offer both remote and onsite support, blending professionalism with a culture of collaboration, continuous improvement, and genuine work-life balance.
The Opportunity
Do you take pride in solving tough technical problems and keeping clients running without missing a beat? Are you the kind of person who thrives when trusted to own the problem - from diagnosis to resolution - while communicating clearly and confidently?
If this sounds like you, we want to meet you. We're looking for an experienced IT Support Technician who can bring calm to chaos, structure to systems, and excellence to every client interaction.
What You'll Do
As the first line of defense for client technical issues, you'll handle hardware, software, and network challenges with skill and professionalism. You'll operate primarily onsite at client offices managing Microsoft 365 environments, troubleshooting complex security and connectivity issues, and ensuring everything runs smoothly.
Your work keeps clients confident, secure, and productive. Every ticket you close and every problem you prevent adds value to the trusted relationships Layer 9 is built on.
Why You'll Love Working Here
At Layer 9, You'll Find
- A collaborative environment that values skill, initiative, and accountability.
- Exposure to diverse technologies and industries - no two days are the same.
- A culture that rewards innovation and growth, not just "keeping the lights on."
- Leadership that respects your expertise and encourages balance between career and life.
- Serve as the first point of contact for client support needs - onsite and remote.
- Diagnose and resolve hardware, software, and network issues quickly and accurately.
- Support Microsoft 365 environments, Azure AD, and endpoint security configurations.
- Manage tickets and document solutions in line with service standards (SLA).
- Escalate complex issues to senior engineers as needed and collaborate to prevent recurrences.
- Maintain system security with MFA, patching, antivirus, and firewall support.
- Assist with client onboarding/offboarding and ensure clean transitions.
- Contribute to process improvements and internal knowledge base updates.
- 3 years in IT support or help desk roles, preferably in MSP environments.
- Deep knowledge of Windows OS, Office 365, Azure AD, and Active Directory.
- Proven troubleshooting skills for networks, endpoints, and security configurations.
- Strong communication and documentation abilities - especially with clients.
- Familiarity with ConnectWise, ServiceNow, or similar ticketing systems.
- Experience with VOIP, low-voltage networking, and A/V setups is a plus.
- Bonus: PowerShell scripting experience or background supporting law firms (Clio, SoftPro, Litify)
- Valid driver's license and clean driving record.
As the sole IT technician onsite, you are more than a problem-solver - you are the heartbeat of the technology experience for everyone around you. The staff you work alongside will rely not just on your technical expertise, but on your presence, your attitude, and your ability to make them feel genuinely supported.
High Energy Is Not Optional Here - It's Essential.
You will set the tone for how the team experiences technology each day. Whether you're resolving an issue at a workstation steps away or troubleshooting a problem remotely for someone off-site, every interaction is an opportunity to energize the people around you and reinforce their confidence in the systems - and the team - supporting them.
What This Looks Like In Practice
- You walk in the door ready to engage - with a positive attitude that is contagious and sets a collaborative tone for the entire office.
- You treat every end user as a valued person, not just a ticket number - listening actively, communicating in plain language, and following up to make sure their issue is truly resolved.
- When working remotely with onsite staff, you bring the same warmth and responsiveness you would in person - because distance is not an excuse for a diminished experience.
- You understand that how you make people feel matters as much as the technical fix itself. A staff member who feels heard and respected will trust IT - and that trust is what makes your work impactful.
- You champion a culture where technology empowers people, and you personally embody that mission in every conversation and every resolved ticket.
Your Impact
When you succeed, clients stay secure, efficient, and confident - and that's what drives us. If you're detail-oriented, resourceful, and ready to elevate the IT experience for businesses that depend on technology, you'll feel right at home at Layer 9.