Managed IT Services On-Site Support Technician (helpdesk)

Managed IT Services On-Site Support Technician (helpdesk) Location: City of Canton, Georgia Work Authorization:
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