IT Field Technician

IT Field Technician / Help Desk Technician

Layer One Networks, LLC

South Texas

Layer One Networks, LLC is a Cloud, IT Security, and IT Managed Services Provider serving businesses across South Texas since 1999. We specialize in delivering secure, reliable, and modern IT infrastructure solutions to organizations that depend on technology to operate their businesses.

We are seeking a motivated IT Field Technician / Help Desk Technician to join our team. This role is responsible for installing, troubleshooting, and maintaining customer systems onsite while also assisting with remote help desk support when not in the field.

The ideal candidate enjoys working in a fast-paced team environment, interacting with multiple clients, solving technical problems, and learning about emerging technologies in cloud computing and cybersecurity.

Work Environment

This position operates in a fast-paced Managed Services Provider (MSP) environment supporting multiple client organizations across a wide range of industries.

Technicians may work on several different systems and technologies throughout the day and must be comfortable switching between tasks while maintaining detailed documentation and excellent customer service.

Successful candidates are highly organized, self-motivated, and able to prioritize multiple support requests across different client environments.

Responsibilities

Field Services

• Install, configure, and troubleshoot workstations, laptops, and peripheral devices
• Deploy and configure network equipment including switches, firewalls, wireless access points, and network printers
• Assist with installation and maintenance of structured networks including IP addressing, VLANs, and network segmentation
• Perform onsite diagnostics and repairs of hardware and network infrastructure
• Assist with IT infrastructure upgrades, system migrations, and equipment rollouts
• Provide onsite user support and technical guidance to customers

Help Desk Support

• Respond to help desk tickets and service requests according to service level expectations
• Provide remote troubleshooting and support using remote management tools
• Diagnose and resolve workstation, application, connectivity, and user access issues
• Escalate complex issues to senior engineers when appropriate
• Provide professional and clear communication to end users during troubleshooting

Microsoft 365 & Identity Administration

• Create and manage user accounts in Microsoft Entra ID and Active Directory
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Configure user licenses, mailboxes, and security settings
• Assist with troubleshooting Microsoft 365 connectivity and synchronization issues
• Support implementation of security features such as multi-factor authentication and conditional access

Endpoint Management & Security

• Deploy and configure endpoints using device management platforms such as Microsoft Intune
• Install and maintain endpoint security tools including antivirus and EDR platforms
• Configure device policies and ensure endpoints comply with security standards
• Assist with patch management and system updates

Network & Infrastructure Support

• Troubleshoot network connectivity issues including DNS, DHCP, VPN, and routing problems
• Assist with firewall configuration and network security implementations
• Diagnose connectivity issues using standard network diagnostic tools
• Assist with monitoring and responding to infrastructure alerts

Monitoring, Maintenance & Backup

• Monitor systems through Remote Monitoring and Management (RMM) platforms
• Respond to automated alerts and proactively resolve issues
• Perform scheduled maintenance and patch management tasks
• Monitor backup systems and assist with data recovery when needed

Documentation & Process Improvement

• Maintain accurate documentation of work performed in the ticketing system
• Document customer environments including network diagrams and system configurations
• Maintain repair logs and maintenance schedules
• Assist in creating and updating internal Standard Operating Procedures (SOPs) and knowledge base documentation

Customer Service & Communication

• Provide orientation and guidance to users on new hardware and software
• Communicate technical issues and solutions clearly to non-technical users
• Maintain a professional and customer-focused approach when interacting with clients
• Assist with planning maintenance windows and upgrades with customer stakeholders

Technology Environment

Technicians in this role will gain experience with a wide range of modern business technologies, including:

• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• Microsoft Entra ID and identity management
• Microsoft Intune and endpoint management
• Windows Server environments
• Network infrastructure including switches, firewalls, and wireless systems
• Endpoint security and EDR platforms
• Backup and disaster recovery solutions
• Remote monitoring and management tools
• Cloud infrastructure and virtualization platforms

Requirements

• Proven experience as an IT Technician, Help Desk Technician, or similar role
• Strong troubleshooting and diagnostic skills
• Excellent communication and customer service abilities
• Ability to manage multiple service requests and prioritize tasks effectively
• Strong organizational and time management skills
• In-depth understanding of Windows operating systems and business IT environments
• Familiarity with Microsoft 365 administration
• Knowledge of networking fundamentals including TCP/IP, VLANs, DNS, DHCP, and VPN
• Valid driver’s license and ability to travel to customer locations
• Ability to lift and move computer equipment when necessary

Preferred Qualifications

• Experience working for an IT Managed Services Provider (MSP)
• Associate degree or higher in Computer Science, Information Technology, or related field
• Certifications such as:
• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft 365 Certified: Endpoint Administrator Associate
• Other relevant Microsoft or cybersecurity certifications

Career Growth Opportunities

Layer One Networks encourages professional growth and technical advancement. Technicians in this role will have opportunities to gain experience in:

• Cloud infrastructure and migrations
• Cybersecurity and security operations
• Network engineering
• Systems engineering
• IT project implementation

Team members are encouraged to pursue industry certifications and expand their technical expertise as they grow within the organization.

Benefits

• Medical, dental, and vision insurance
• Paid vacation and sick time
• 401(k) retirement plan
• Opportunities for training and certification advancement
• Exposure to a wide range of modern technologies in cloud, networking, and cybersecurity

Job Type

Full-time

Work Location

Field work at customer locations across South Texas.

Remote work may be permitted when not required onsite.