Onsite IT Support Technician - L1

The Onsite IT Support Technician (L1) at EXCALTECH serves as the primary IT presence at a client site in Waukegan, IL. The role delivers hands-on end-user support, maintains onsite technology, and collaborates with the service desk and engineering teams to resolve and prevent issues.

Role Summary

As the principal onsite IT representative, this role provides direct end-user assistance, ensures hardware and software operate smoothly, and partners with EXCALTECH’s service desk and engineering teams to address incidents and implement preventive measures.

Responsibilities

• Provide on-site desktop and end-user support for hardware, software, and peripherals.
• Troubleshoot Windows OS, Microsoft 365, and line-of-business applications.
• Handle user onboarding and offboarding, account setup, and access management.
• Maintain and deploy workstations, laptops, and related equipment.
• Support printers, conference rooms, and basic network connectivity issues.
• Create, update, and resolve service tickets in accordance with company processes and SLAs.
• Escalate complex issues to the service desk or engineering teams as needed.
• Assist with onsite implementation of projects, upgrades, and migrations.
• Maintain accurate asset inventory and documentation for client environments.

Requirements

• 2 to 5 years of IT support experience in a professional environment.
• Strong troubleshooting skills across hardware, operating systems, and applications.
• Microsoft 365 administration experience (Exchange, Teams, SharePoint).
• Familiarity with Active Directory and/or Microsoft Entra ID.
• Basic networking knowledge (DHCP, DNS, TCP/IP, Wi-Fi).
• Experience with ticketing systems and service delivery processes.
• Strong communication and customer service skills.
• Ability to work independently in a client-facing environment.
• Valid driver’s license with acceptable driving record.

Technologies

• Windows OS
• Microsoft 365 (Exchange, Teams, SharePoint)
• Active Directory
• Microsoft Entra ID
• DHCP, DNS, TCP/IP, Wi-Fi
• Endpoint management tools
• Remote monitoring tools
• Ticketing systems
• Switches, Firewalls, VLANs

Compensation

Annual salary range: USD 35,000 to USD 45,000 per year.

Work Location and Travel

This is a full-time onsite role at a client location in Waukegan, IL 60087, with a 40-hour work week. Limited travel to other client sites or EXCALTECH offices may be required, and a company vehicle is provided for business-related travel.

On-Call Rotation

The position participates in an on-call rotation to support client needs outside of normal business hours, including nights and weekends as scheduled.

Differentiators

• Act as the onsite IT contact and build strong relationships with client stakeholders and end users.
• Resolve issues efficiently at the point of contact while maintaining thorough documentation and escalation discipline.
• Identify recurring problems and recommend proactive improvements to enhance stability and user experience.

What We Offer

• 20 days of paid time off and 14 paid holidays
• Medical, dental, and vision coverage with 50% of premiums paid by the employer for employees and their families
• Life insurance, AD&D, short-term disability, and long-term disability, all employer-paid
• Simple IRA with a 3% company match
• Tuition reimbursement
• Career development, coaching, and unlimited training and certifications

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Licenses and Certifications

Driver's License is required.

Ability to Commute

Waukegan, IL 60087 is required for this role.

Work Location

In person, onsite at the client site.