Managed IT Services - On Site Support Technician

Managed IT Services – On-Site Support Technician
Location: City of Canton, Georgia
Work Authorization: US Citizen

Role Summary
Provides on-site and remote end-user support for City of Canton staff. Handles helpdesk tickets, troubleshooting, workstation support, and escalation for incidents that cannot be resolved remotely. Supports approximately 150 staff and ~250 workstations.
Mandatory Requirements
 Must work on-site at City Hall when required
 Support hours: Mon–Fri, 8 AM–5 PM ET
 Must use documented ticketing system
 Must meet SLAs:
o Critical: 30-minute response
o High: 1-hour response
o Standard: 4 business hours
Roles & Responsibilities
 Provide remote and on-site technical support
 Troubleshoot workstation, printer, network, and application issues
 Escalate unresolved issues to senior engineers
 Document all work in ticketing system
 Support emergency after-hours critical incidents (network outage, ransomware, firewall failure)
 Assist with new workstation setup and replacement hardware configuration
Education Qualification
 Associate degree in IT, Computer Support, or related field (preferred)
 Technical certifications (A+, Network+, MCP) are a plus
Experience Required
 5 - 8 years of helpdesk or desktop support experience
 Experience supporting Windows workstations, printers, basic networking
 Experience using ticketing systems and meeting SLAs