Help Desk / IT Field Customer Support Engineer

You will provide technical support and field service for a state-level IT program, splitting time between back-end system monitoring and front-end customer interaction.

This role is on-site.

Responsibilities

• Monitor systems daily and serve as the primary point of contact for technical issues.
• Troubleshoot and resolve software, network, and hardware problems via remote access and on-site visits across Pennsylvania.
• Create and manage help desk tickets to document system issues and resolutions.
• Interface between customers and the operational team to facilitate problem diagnosis and repair.

Required Skills

• 5+ years of experience in a Help Desk or IT Field Customer Support role.
• Proficiency with Linux command line, including log collection.
• Experience with Windows and Microsoft Server environments.
• Ability to troubleshoot workstation, software, network, and hardware issues.
• Strong communication skills for managing customer relationships and acting as a customer advocate.
• Availability for a 24/7 on-call rotation, including after-hours and weekends.
• Willingness to travel extensively across PA for field service.

Preferred Skills

• Degree in Information Technology or equivalent professional work experience.