IT Support - Tier 2 (Field)

VBM Technology Management Partners is seeking an IT Support Technician (Tier 2, Field) to deliver backline technical assistance to clients in Wasilla, Alaska. In this onsite role, you will troubleshoot hardware, software, and networking problems using a mix of remote tools and on-site visits, while keeping client communication clear and timely.

You will handle client requests through phone, email, onsite visits, and the MSP ticketing or knowledge base system. The position focuses on diagnosing issues, documenting resolutions, and collaborating with senior support staff when cases require escalation.

What you will do

• Provide backline technical support to clients via phone, email, on-site visits, or a ticketing system.
• Respond promptly to client inquiries, troubleshoot technical issues, and resolve problems to support client satisfaction.
• Diagnose and resolve hardware, software, and network issues across client IT environments, including desktops, laptops, printers, servers, and networking equipment.
• Use remote support tools to troubleshoot and resolve issues remotely, providing clear instructions to help clients address problems independently when possible.
• Maintain accurate records of client interactions, technical issues, and solutions in the MSP ticketing system or knowledge base, including troubleshooting steps and outcomes.
• Communicate technical updates effectively, including support ticket status, planned maintenance activity, and recommendations to improve IT systems.
• Collaborate with support team members, including senior technicians and engineers, to escalate complex issues and apply collective expertise.
• Travel to client sites as needed to complete onsite support, perform hardware installations or upgrades, and address complex issues that cannot be resolved remotely.

What you bring

• High school diploma or GED required.
• Minimum of 3 years of IT industry experience.
• CompTIA A+ Certification required (current or otherwise).
• CompTIA Net+ Certification preferred (current or otherwise).
• MCSE/MCITP Certification preferred (current or otherwise).
• Skills supporting desktop operating systems and workstation peripherals.
• Server operating system skills.
• Networking skills.
• Advanced overall troubleshooting skills.
• Valid driver’s license and clean driving record.
• Ability to lift up to 50 lbs and perform field service tasks.

Schedule and pay

• Full-Time, Non-Exempt, Hourly
• Typical schedule: 40 hours per week, Monday through Friday, 8:00am to 5:00pm.
• Occasional support may be required outside regular business hours for urgent technical issues or time-sensitive projects, with advance notice when possible.
• Pay range: $20.00 to $25.00 per hour.

Location and work type

• Wasilla, AK 99654 (Required)
• Work location: In person
• Ability to relocate: Wasilla, AK 99654 (Preferred)

Benefits

• Health Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Employee Stock Ownership Program (ESOP)
• 401K
• Personal Time Off (PTO)
• Paid Holidays
• Employee Discounts
• Technical Training
• Professional development assistance
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Paid time off
• Retirement plan