Onsite IT Service Delivery Associate
BetterWorld Technology | Managed IT & Cybersecurity · Oak Brook, IL
Apply & track with Apply EdgeOnsite IT Support Technician (L1)Location: Oak Brook, Illinois
Our award-winning team helps organizations manage, secure, and optimize their technology environments so they can focus on their business.At BetterWorld Technology, we believe technology matters—but people matter even more. We pride ourselves on being a trusted technology partner, delivering practical, responsive, and tailored solutions that help our clients operate securely and effectively.Position OverviewThe Onsite IT Support Technician (L1) is a hands-on, customer-focused role responsible for providing day-to-day technical support at BetterWorld Technology’s Oak Brook office and at assigned client locations. This position supports end users, prepares and deploys technology, assists with onsite backup and infrastructure-related tasks, and works closely with BWT’s centralized service desk and technical teams to resolve client issues efficiently.The ideal candidate is organized, technically curious, comfortable working directly with users, and able to represent BetterWorld Technology professionally in client environments. This role is well suited for an entry-level or early-career IT professional who wants to build experience across help desk support, endpoint management, field service, backup operations, and managed IT service delivery.Key ResponsibilitiesProvide onsite technical support at BetterWorld Technology’s Oak Brook office and at client locations as assigned.Serve as a professional onsite point of contact for end users, client stakeholders, vendors, and BWT technical teams.Troubleshoot and resolve Tier 1 technical issues involving laptops, desktops, monitors, printers, mobile devices, peripherals, conference-room technology, connectivity, and common business applications.Perform onsite “hands and feet” support for remote engineers, including equipment checks, cable tracing, device restarts, hardware swaps, network-port verification, and basic troubleshooting.Support office moves, workstation moves, new-site setups, equipment refreshes, and other onsite technology projects.Maintain a clean, organized, secure, and properly documented onsite technology environment.Help Desk and End-User SupportMonitor, update, and work assigned support tickets in accordance with BetterWorld Technology’s service standards and client SLAs.Provide remote and onsite assistance for common Windows, Microsoft 365, Microsoft Teams, Outlook, printer, VPN, connectivity, and end-user application issues.Communicate clearly with users regarding issue status, expected next steps, troubleshooting progress, and resolution.Accurately document troubleshooting steps, resolutions, user communications, and follow-up actions within the ticketing system.Escalate issues that exceed L1 scope or require specialized engineering, security, networking, cloud, voice, or vendor support.Follow established incident, escalation, change-management, and client communication procedures.Device Provisioning and Asset ManagementProvision, configure, test, deploy, recover, and replace laptops, desktops, monitors, mobile devices, printers, and related IT equipment.Prepare new-hire technology, including workstation setup, software installation, account-access coordination, peripheral configuration, asset tagging, and delivery.Support employee onboarding, offboarding, workstation moves, device replacements, and equipment refresh cycles.Maintain accurate asset inventory records, including device assignments, serial numbers, warranty status, condition, and lifecycle information.Assist with endpoint-management and security requirements, including deployment of approved software, endpoint protection, encryption, patches, and device-management agents.Ensure returned devices are properly documented, securely stored, wiped, or routed for reuse or disposal according to BWT and client procedures.Backup and Operations SupportAssist with routine backup operations for client environments, including monitoring scheduled backup jobs, identifying failed or incomplete backups, and escalating exceptions promptly.Perform basic backup-health checks and document backup status, failures, remediation activity, and follow-up requirements.Assist senior technical staff with backup restores, recovery testing, and onsite recovery-related tasks when needed.Support onsite server, network, storage, and infrastructure maintenance under the direction of senior engineers.Identify recurring technical issues, documentation gaps, or onsite risks and communicate them to the appropriate BWT service-delivery resources.Documentation and Process ImprovementMaintain accurate client documentation, including workstation details, network notes, equipment inventory, client-specific procedures, and non-standard configurations.Follow and help improve BWT standard operating procedures, checklists, onboarding processes, deployment standards, and client-site documentation.Identify opportunities to improve client experience, reduce repeat tickets, standardize device deployments, and improve operational efficiency.Participate in internal team meetings, training, knowledge sharing, and continuous-improvement initiatives.QualificationsBasic understanding of IT support, managed services, cybersecurity fundamentals, and business technology environments.Familiarity with Windows operating systems, Microsoft 365 applications, desktop hardware, printers, mobile devices, and common end-user software.Basic knowledge of networking concepts, including Wi-Fi, Ethernet, IP addressing, VPNs, routers, switches, and network connectivity troubleshooting.Strong troubleshooting and problem-solving skills, with the ability to gather details, diagnose common issues, document findings, and escalate appropriately.Excellent verbal and written communication skills, including the ability to explain technical issues in clear business-friendly language.Strong organization, time-management, customer-service, and documentation skills.Ability to work independently at client sites while remaining connected to BWT’s service desk and technical teams.Ability to lift and move IT equipment, such as laptops, monitors, printers, and small network equipment.Valid driver’s license and reliable transportation for local travel to client locations throughout the Chicago area.PreferredPrior experience in a help desk, desktop support, field technician, IT internship, MSP, or customer-service environment.Familiarity with Microsoft 365, Microsoft Entra ID/Azure AD, Active Directory, Intune, remote-monitoring-and-management tools, ticketing systems, and endpoint-management platforms.Experience with laptop imaging, endpoint provisioning, asset management, device refreshes, and new-hire onboarding.Exposure to backup monitoring, backup software, disaster-recovery processes, or restore testing.Industry certifications or coursework such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, Google IT Support, or related technology credentials.Currently pursuing, or recently completed, a degree or certification program in Information Technology, Computer Science, Cybersecurity, or a related field.Success in This RoleDeliver a positive, professional, and responsive support experience for users and clients.Complete device provisioning, deployment, and refresh tasks accurately and on schedule.Keep tickets, documentation, and asset records current and complete.Resolve common support issues efficiently while escalating higher-complexity issues quickly and with strong documentation.Identify backup exceptions or onsite infrastructure concerns promptly and ensure they receive proper follow-up.Build trust with client users and represent BetterWorld Technology’s service standards at every onsite engagement.