Job Description
Job DescriptionThe Onsite Helpdesk Engineer – Level 2 serves as the primary onsite technical resource for end-user support and daily IT operations within a municipal environment. This role handles hands-on troubleshooting, escalated desktop and application issues, and works closely with remote Level 3 engineers and management. The position requires strong technical aptitude, excellent customer service, and the ability to operate independently while following MSP and public-sector standards.
Key Responsibilities
Onsite End-User Support
• Provide high-touch, in-person technical support focused on minimizing disruption and ensuring a positive experience for city staff across all departments
• Resolve Level 2 issues involving:
oWindows 11 workstations and laptops
oPrinters, scanners, peripherals, and conference room equipment
oMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Perform new user setups, terminations, and workstation deployments
• Troubleshoot login, MFA, and access issues (Active Directory / Entra ID)
Systems & Infrastructure Support
• Support basic network connectivity issues (LAN, Wi-Fi, VPN)
• Assist with server-related user issues (file shares, print services, permissions)
• Coordinate with remote Level 3 engineers for escalations and infrastructure changes
• Perform patching verification and endpoint remediation as directed
Security & Compliance Awareness
• Follow documented security policies and procedures
• Recommend Updates and revisions to current policies and procedures
• Assist with endpoint security alerts and remediation
• Maintain confidentiality of sensitive municipal data
MSP & Client Operations
• Act as the professional onsite representative of the MSP
• Accurately document all work in the ticketing system (notes, resolution, time)
• Maintain IT asset inventory and lifecycle tracking
• Communicate clearly with city staff, department heads, and internal MSP teams
Projects & Proactive Support
• Assist with onsite projects such as:
oHardware refreshes
oOffice moves
oNetwork closet cleanups
oCabling coordination with vendors
• Identify recurring issues and improvement opportunities
• Escalate risks, aging hardware, and security gaps to management
Required Qualifications
Technical Skills
• 3–5 years of IT support experience (MSP or public-sector preferred)
• Strong troubleshooting skills in:
oWindows OS
oMicrosoft 365 administration
oActive Directory / Entra ID
oBasic networking
• Experience supporting printers, VoIP phones, and shared devices
Preferred Qualifications
• Experience supporting municipal or government clients
• Familiarity with MSP tools (RMM, ticketing, documentation platforms)
• Exposure to security tools such as MFA, email security, or SIEM alerts
• CompTIA A+, Network+, Microsoft certifications, or equivalent experience
• Veteran
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRi…
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_…
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Partici…
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Company DescriptionThis company offers growth and a great group of people to work with.
Company Description
This company offers growth and a great group of people to work with.