On-site Service Desk Technician

About Iris Technology Group

Iris Technology Group is a managed services provider (MSP) delivering responsive, high-quality IT support and technology solutions to businesses across [region/industries]. We pride ourselves on being a true extension of our clients' teams, and this role puts you at the center of that mission.

Position Summary

We are seeking a dependable, client-facing Level 2 On-Site Technician to be dedicated to one of our key clients. You will serve as the primary on-site technical resource, spending 3–5 days per week embedded in the client's main office while also traveling to their other offices and job sites as needed. This is a hands-on role for someone who enjoys solving problems face-to-face, building strong relationships, and owning issues from start to resolution.

Key Responsibilities

• Act as the on-site point of contact for the dedicated client, providing Level 2 desktop, laptop, mobile, and peripheral support.

• Diagnose and resolve hardware, software, network, and connectivity issues escalated from Level 1 or reported directly by end users.

• Set up, image, deploy, and decommission workstations, laptops, printers, and other end-user equipment.

• Support and troubleshoot Windows (and macOS where applicable), Microsoft 365, Active Directory / Entra ID, and common business applications.

• Perform basic server, network, and infrastructure troubleshooting; escalate complex issues to Level 3 or engineering as appropriate.

• Manage and document tickets through the MSP's ticketing system, keeping status, notes, and time entries accurate and up to date.

• Travel to the client's additional offices and job sites to provide on-site support, installations, and project assistance.

• Assist with small projects such as equipment rollouts, moves/adds/changes, and office setups.

• Build and maintain strong working relationships with client staff and stakeholders, delivering professional, courteous service.

• Follow documented processes, maintain accurate asset and configuration records, and contribute to knowledge base articles.

Technical Skills & Competencies

A qualified Level 2 engineer should be able to work independently across the following areas:

Microsoft 365 & Cloud

• Administer Microsoft 365 / Office 365 via the admin center — user and license management, mailbox and distribution group administration, shared mailboxes, and Exchange Online settings.

• Support Teams, SharePoint, and OneDrive configuration, permissions, and troubleshooting.

• Manage identity and access through Entra ID (Azure AD), including MFA, conditional access basics, and password/security policies.

Endpoint & Device Management (MDM)

• Deploy and manage endpoints using MDM/UEM platforms such as Microsoft Intune (or [Jamf / other] for macOS/mobile).

• Configure device enrollment, compliance policies, application deployment, and remote wipe.

• Implement and support Windows Autopilot provisioning where applicable.

Virtualization

• Administer and troubleshoot Hyper-V hosts and virtual machines (creation, resource allocation, snapshots/checkpoints, and basic performance tuning).

• Familiarity with virtual switch configuration and VM backup/restore [VMware / ESXi experience a plus].

Server & Infrastructure

• Support Windows Server environments — Active Directory, Group Policy (GPO), DNS, DHCP, and file/print services.

• Perform user administration, permissions/NTFS management, and shared resource troubleshooting.

• Assist with backup verification, patch management, and monitoring/alert response via RMM.

Networking

• Troubleshoot LAN/WAN, TCP/IP, DNS, DHCP, VLANs, VPN, and wireless connectivity.

• Basic configuration and troubleshooting of firewalls, switches, and access points [e.g., SonicWall, Meraki, Ubiquiti, Fortinet].

Security & Endpoint Protection

• Support endpoint protection / EDR, spam filtering, and email security tools.

• Follow security best practices for account provisioning, offboarding, and data handling.

Required Qualifications

• 2+ years of hands-on IT support experience, ideally in an MSP or multi-client environment.

• Demonstrated Level 2 troubleshooting ability across desktops, laptops, networking, and common business software.

• Solid working knowledge of Windows OS, Microsoft 365, Active Directory / Entra ID, and basic networking (TCP/IP, DNS, DHCP, VLANs, VPN).

• Hands-on experience with Microsoft 365/Office 365 administration, MDM (Intune or equivalent), and Hyper-V virtualization.

• Experience imaging, deploying, and supporting end-user hardware and peripherals.

• Strong customer service, communication, and documentation skills.

• Valid driver's license, reliable transportation, and willingness to travel between offices and job sites.

• Ability to lift and move IT equipment as needed [specify weight if required].

Preferred Qualifications

• Relevant certifications, such as:

◦ CompTIA A+, Network+, or Server+ — foundational hardware, networking, and server administration.

◦ Microsoft MS-102 (Microsoft 365 Administrator) — identity, security, compliance, and M365 service management.

◦ Microsoft AZ-104 (Azure Administrator) — Entra ID, virtualization, and cloud infrastructure administration.

◦ Microsoft MD-102 (Endpoint Administrator) — Intune, MDM, and Windows Autopilot deployment.

◦ Vendor certifications relevant to our stack (e.g., SonicWall, Meraki, Fortinet, Ubiquiti).

• Experience with RMM and PSA/ticketing tools [e.g., HaloPSA, ConnectWise, Datto RMM].

• Familiarity with [client industry, e.g., construction, healthcare, professional services] environments.

What We Offer

• Competitive salary and benefits [health, dental, vision, PTO, 401(k), etc.].

• A stable, dedicated assignment with a single valued client.

• Ongoing training, certification support, and a clear growth path within the Iris Technology Group team.

• A collaborative culture that values reliability, professionalism, and problem-solving.

• Iris Technology Group is an E