Service Desk & Field Engineer– Tier 1/2

We are seeking a Service Desk & Field Engineer – Tier 1/2 to join our growing team!

This is a hybrid technical support role combining service desk support with hands-on field engineering at client locations. The ideal candidate is passionate about IT, enjoys troubleshooting, communicates well with clients, and is equally comfortable resolving issues remotely or working onsite.

This position may be filled at a Tier 1 or Tier 2 level depending on the candidate's experience, technical skill set, and certifications.

Pay Range: $50,000–$75,000 per year, based on experience and qualifications.

Location: This position is primarily remote but includes regular field work and client site visits throughout Maryland and the surrounding area, as well as occasional visits to our offices in Savage and Bel Air, MD. Candidates must live within approximately one hour of our headquarters in Savage, MD and have reliable transportation for onsite work.

Requirements

Exceptional written and verbal communication skills with the ability to interact professionally with clients, end-users, vendors, and team members.
Strong customer service skills with a focus on resolving issues promptly, professionally, and thoroughly.
Excellent organizational and time-management skills with the ability to prioritize and manage multiple requests.
Strong attention to detail and a methodical approach to troubleshooting.
Ability and willingness to travel to client locations and perform hands-on technical work.
Ability to work both independently in the field and collaboratively with the Service Desk team.
Reliable transportation and a valid driver's license for travel to client sites.

Education

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; relevant professional experience and certifications may be considered in place of formal education.
Additional coursework or training in IT support, networking, cybersecurity, or systems administration is advantageous.

Experience

Tier 1: Previous professional IT support, help desk, field technician, or related technical experience preferred.
Tier 2: Approximately 3–4 years of experience in a help desk, MSP, systems support, or field engineering role with demonstrated ability to independently troubleshoot and resolve more advanced technical issues.
Previous experience working for a Managed Service Provider (MSP) is strongly preferred.

Certifications

CompTIA A+ Certification required or ability to obtain within an established timeframe.
Employees are expected to continue advancing their technical knowledge through certification progression, with a goal of obtaining one applicable certification every six months until required certifications have been completed.

Duties & Responsibilities

Provide Tier 1 and/or Tier 2 technical support to clients remotely, by phone, and onsite depending on experience and assigned responsibilities.
Administer user accounts, permissions, and authentication across on-premises Active Directory, Microsoft Entra ID/Azure AD, Microsoft 365, DUO, Pax8, and other cloud platforms.
Troubleshoot Windows and Mac computers, mobile devices, printers, scanners, peripherals, and other endpoints.
Diagnose and resolve basic networking, connectivity, hardware, software, and performance issues.
Configure, deploy, install, and replace computers, workstations, networking equipment, and other endpoint hardware remotely and onsite.
Perform field service visits at client locations, including troubleshooting, equipment installations, workstation deployments, hardware replacements, maintenance, and other onsite technical support.
Assist with network equipment, cabling, wireless access points, switches, firewalls, and other infrastructure based on experience level.
Manage backups and restores through various backup platforms, as well as SharePoint and OneDrive.
Review client-submitted emails for legitimacy, security concerns, phishing attempts, mail-flow issues, or filtering problems within Microsoft 365, Gmail, and email security platforms.
Assist with access control and other physical security systems as needed.
Investigate and resolve automated alerts generated through Remote Monitoring and Management (RMM) platforms.
Respond to client information and support requests or escalate them to the appropriate team member when necessary.
Document work thoroughly and maintain accurate ticket notes, time entries, and resolution details.
Attend scheduled and on-demand client site visits to provide local technical support.
Escalate issues appropriately while maintaining ownership and communication with the client.
Participate in an on-call monitoring rotation to help maintain client system availability and address reported issues outside normal business hours.

Benefits

401(k) with company matching
Health, dental, and vision insurance
Supplemental benefits
Paid Time Off (PTO)
Professional development and certification opportunities

If you're looking to grow your IT career in a role that offers variety beyond a traditional help desk—including remote troubleshooting, client interaction, hands-on technical work, and field engineering—we'd love to hear from you.

Apply today to join our team!

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Paid time off
Professional development assistance
Retirement plan
Vision insurance

Experience:

Help desk: 2 years (Required)

License/Certification:

CompTIA A+ (Required)

Ability to Commute:

Savage, MD 20763 (Required)

Ability to Relocate:

Savage, MD 20763: Relocate before starting work (Required)

Work Location: Hybrid remote in Savage, MD 20763

Dresner Group

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Service Desk & Field Engineer – Tier 1/2