IT Support Technician

Job Description

Job DescriptionAbout Aegis IT Solutions

Aegis IT Solutions is a managed IT, cybersecurity, and compliance services provider delivering enterprise-grade technology support to businesses across multiple industries.

Our approach combines proactive IT management, cybersecurity best practices, and responsive customer support to ensure that our clients' technology environments remain secure, reliable, and efficient.

We are seeking an experienced Onsite IT Support Technician (Level 2) to provide hands-on technical support to clients throughout Worcester and Central Massachusetts.

Position Overview

As an Onsite IT Support Technician, you will be the primary hands-on technical resource for assigned Aegis clients in the region.

You will provide desktop and end-user support, assist with network infrastructure, deploy equipment, resolve technical incidents, and coordinate with our centralized engineering and cybersecurity teams.

This role is ideal for a technically capable professional who enjoys working directly with clients, solving technology problems, and operating independently while remaining part of a collaborative managed services organization.

Key ResponsibilitiesDesktop and End-User Support

• Provide onsite Level 1 and Level 2 support for Windows 10/11, macOS, laptops, desktops, and peripheral devices.

• Troubleshoot operating systems, business applications, hardware, printing, and connectivity issues.

• Support Microsoft 365, Outlook, Teams, OneDrive, and SharePoint.

• Assist with Microsoft Entra ID, Active Directory, MFA, and user account management.

• Deploy and configure new workstations, laptops, and mobile devices.

• Execute employee onboarding, offboarding, and workstation replacement activities.

• Support endpoint management using Microsoft Intune, Autopilot, and similar platforms.

Network and Infrastructure Support

• Diagnose and troubleshoot LAN, WAN, Wi-Fi, VPN, and general connectivity issues.

• Perform basic troubleshooting of switches, firewalls, routers, access points, and structured cabling.

• Assist with hardware replacement, rack installations, patching, and physical network maintenance.

• Provide remote-hands assistance for senior network and infrastructure engineers.

• Support network refreshes, office relocations, and technology deployment projects.

• Coordinate with internet service providers and equipment vendors as necessary.

Cybersecurity Support

• Assist with installation and troubleshooting of endpoint detection and response software.

• Verify endpoint encryption, patching, and security configuration compliance.

• Support vulnerability remediation activities under the direction of Aegis cybersecurity engineers.

• Identify and escalate potential security incidents.

• Follow established security, access control, and change management processes.

MSP Service Delivery and Client Support

• Act as Aegis's professional onsite technical representative.

• Manage assigned tickets and service requests using company ITSM tools.

• Document troubleshooting steps, resolutions, and configuration changes.

• Maintain accurate hardware and software inventory records.

• Meet service-level agreements and communicate proactively with clients.

• Coordinate with remote helpdesk, network engineering, cloud, and cybersecurity teams.

• Identify recurring technical issues and recommend improvements.

• Assist with scheduled preventative maintenance and quarterly client technology reviews.

Required Qualifications

• Minimum 3 years of hands-on desktop or IT support experience.

• Strong knowledge of Windows 10/11 and Microsoft 365.

• Experience supporting Microsoft Entra ID, Active Directory, and endpoint management.

• Working understanding of TCP/IP, DHCP, DNS, VPNs, and wireless networking.

• Proven ability to independently troubleshoot hardware and software issues.

• Experience with helpdesk ticketing and remote support tools.

• Strong customer service, communication, and organizational skills.

• Ability to work independently at client locations with limited direct supervision.

• Valid driver's license, reliable transportation, and willingness to travel locally.

• Ability to transport, install, and move standard IT equipment, with or without reasonable accommodation.

Preferred Qualifications

• Previous employment with a Managed Services Provider (MSP).

• Familiarity with RMM and PSA platforms.

• Experience with Fortinet, Cisco, or Ubiquiti networking products.

• Knowledge of Microsoft Intune and Windows Autopilot.

• Familiarity with SentinelOne, CrowdStrike, or Microsoft Defender.

• Experience with Windows Server, Hyper-V, or VMware.

• Experience supporting multiple business clients.

• CompTIA A+, Network+, Security+, or relevant Microsoft certifications.

Compensation and Benefits

Aegis IT Solutions offers a competitive compensation and professional development package.

Compensation

• Base compensation: $62,000–$75,000 annually, depending on qualifications and experience

• Compensation for approved after-hours support and emergency service calls in accordance with applicable law and company policy.

• Annual performance and compensation reviews.

Health and Financial Benefits

• Medical insurance with a substantial employer premium contribution.

• Dental and vision coverage.

• 401(k) retirement savings plan with employer matching contributions.

• Access to available employee benefits programs.

Paid Time Off

• 15 days of annual vacation/PTO.

• 14 company-observed paid holidays.

• Earned sick leave in accordance with Massachusetts law and company policy.

Professional Development

• Up to $1,500 annually for approved training and professional certifications.

• Access to enterprise technologies and cybersecurity tools.

• Opportunities to advance into systems engineering, network engineering, cloud infrastructure, and cybersecurity roles.

Field Support Benefits

• Reimbursement for authorized business mileage between client sites.

• Company-provided laptop, diagnostic tools, and necessary software.

• Reimbursement for approved work-related parking and toll expenses.

Work Location and Travel

The successful candidate will primarily support Aegis IT Solutions clients throughout Eastern and Central Massachusetts.

The position requires regular onsite attendance at client facilities, with travel between assigned sites based on business needs.