Desktop Support Jobs in Rochelle, IL (NOW HIRING)

Job Summary:
MSP4, LLC provides IT advisory services and is seeking a Field Support Technician (L2) to support client facilities. The role involves troubleshooting and repairing workstations, providing end-user support, and ensuring compliance with established IT standards.
Responsibilities:
• Deploy and image Windows 10 and Windows 11 workstations to MSP4 and client standards, including domain join, security baseline, and application layering.
• Troubleshoot and repair workstations, peripherals, and local networking onsite: patch cable tracing, switch port verification, VLAN membership checks, and Wi-Fi coverage validation. Network configuration changes escalate to L3.
• Support printers and peripherals across common office brands and manufacturing-floor label printers such as Zebra.
• Perform Active Directory user-support operations: account unlocks, password resets, group membership adjustments against approved standards, and workstation re-join to the domain.
• Provide Microsoft 365 end-user support: mailbox access, OneDrive sync, Teams, SharePoint file issues, and license assignment under team standards.
• Deliver remote assistance through the MSP4 tools and systems stack during any remote-work portion of the day, with the same ticketing discipline used onsite.
• Own tickets from intake through resolution in our service management platform (Jira Service Management): follow MSP4 runbooks for standard procedures and escalate to L3 when a change touches servers, core network, storage, or compliance-scoped systems.
• Apply endpoint-layer security hygiene: phishing triage, password hygiene conversations with users, lost or stolen device response, local admin cleanup, and removable-media checks in CMMC-scoped environments.
• Communicate with non-technical users, from manufacturing floor staff to executives, calmly and clearly under production pressure.
• Document at ticket close so another tech can follow without asking questions: reproducible steps, root cause when known, and artifacts attached.
• Verify DNS resolution, DHCP behavior, and VLAN membership at the site layer, escalating switch configuration changes to L3.
• Prepare workstations and peripherals ahead of new-hire start dates so the user is productive on day one.
Qualifications:
Required:
• 2 to 4 years of onsite technology support, field service, or desktop support in a multi-client environment (matrix #13).
• US-based work location and US-person status (matrix #14, #15). You must be based in the United States and qualify as a US person: US citizen, US national, lawful permanent resident (green card holder), or protected individual (refugee or asylee) under US law. Authorization to work in the United States is not sufficient on its own. A non-immigrant work visa (H-1B, L-1, TN, and similar), F-1 OPT/CPT, or an Employment Authorization Document does not meet this requirement. Access to Controlled Unclassified Information and export-controlled systems on CMMC-scoped client sites is restricted to US persons under CMMC L2 and US export control regulations (ITAR / EAR).
• Windows 10 and Windows 11 support depth: imaging, OS troubleshooting, driver work, and domain join (matrix #1).
• Active Directory user-support operations and existing Group Policy troubleshooting (matrix #2, #3).
• Microsoft 365 end-user administration (matrix #4).
• Basic networking at the site layer with the judgment to escalate switch configuration to L3 (matrix #6, #9).
• PSA/ITSM ticketing discipline from intake through resolution (matrix #8).
• End-user communication that holds under production pressure (matrix #11).
Preferred:
• Printer and peripheral support across office and manufacturing-floor devices (matrix #5).
• Endpoint security hygiene on CMMC-scoped systems (matrix #7).
• Prior multi-client service delivery experience (matrix #10).
• Documentation discipline at ticket close (matrix #12).
• Certifications: Security+, Cisco CCNA, Microsoft 365 Fundamentals, or early Azure credentials (matrix #16).
Company:
MSP4, LLC offers IT support, managed services, and cloud consulting for businesses and managed service providers. Founded in 2021, the company is headquartered in Doral, USA, with a team of 11-50 employees. The company is currently Early Stage.