job summary:
Our client is in search of a Tier 2/3 Helpdesk/ Field Technician to join their growing team.
location: La Plata, Maryland
job type: Permanent
salary: $75,000 - 85,000 per year
work hours: 9am to 5pm
education: Associates
responsibilities:
Tier 2 / Tier 3 Helpdesk/ Field Technician
Role Summary
The Tier 2 / Tier 3 Helpdesk &; Field Technician is a senior technical support role responsible for resolving escalated client issues, performing onsite technical work, supporting infrastructure and networking projects, and serving as a trusted technical presence for customers. This role blends advanced remote support, field service, and project-based technical work, with a strong emphasis on customer communication, documentation, and follow-through.
Core Responsibilities - Tier 2 / Tier 3 Helpdesk Support
? Resolve escalated support tickets involving network, workstation, and application
issues.
? Phone support is primary responsibility when field onsite visits are not being conducted
? Perform advanced troubleshooting using vendor support and internal escalation paths.
? Provide clear timelines and status updates to internal and external stakeholders.
? Validate issue resolution with end users prior to ticket closure.
Field Technician Onsite Support
? Perform onsite installations and troubleshooting for networks, workstations, and
peripherals.
? Conduct user-facing IT 101 sessions to improve technology adoption.
? Perform site surveys and infrastructure assessments.
? Serve as the lead onsite technical representative for MCS clients.
Networking & Infrastructure Support
? Deploy and configure wireless access points and network hardware.
? Assist with firewall installations, reboots, and testing.
? Coordinate with internal teams on infrastructure changes and validation.
Project & Onboarding Support
? Assist with new client onboardings (M365 and Google) and hardware refresh projects.
? Document systems and credentials in IT Glue.
? Provide hardware recommendations and assist with procurement planning.
Documentation & Communication
? Maintain accurate ticket and system documentation.
? Communicate clearly with technical and non-technical users.
? Document configuration changes and client recommendations.
Required Skills & Experience
? 3+ years of MSP or enterprise IT experience.
? Strong troubleshooting skills across Windows, networking, and firewalls.
? Experience working directly with end users.
? Ability to work independently and onsite.
Preferred Qualifications
? MSP (or other technical relevant) experience supporting multiple client environments.
? Wireless, networking, VPN, and firewall configuration experience.
Success Indicators
? Efficient resolution of escalated tickets.
? Positive client feedback following onsite visits.
? Complete and accurate documentation.
? Trusted technical relationship with assigned clients.
? Handle overflow calls for helpdesk during surge peak hours on a weekly basis
qualifications:
Tier 2/3 level experience
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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