Client Field Services Engineer 1/Help Desk 1

About the role

As a Client Field Engineer I/Help Desk 1, you are the onsite face of R3 to your client. You combine technical expertise with exceptional customer service to ensure end-user IT systems are running efficiently and reliably. You respond to issues proactively, maintain a high level of professionalism, and create a positive experience for all client interactions. This role requires onsite presence at the client’s location, 8 hours per day, 5 days per week, and participation in an on-call rotation as needed.

Responsibilities

• Respond to client requests and issues via ticketing system and phone, meeting SLA and CSAT targets
• Prioritize tickets based on urgency and criticality
• Escalate tickets as needed for broader network or system issues
• Support end-user software applications, including configuration and usage guidance
• Assist with onboarding and orientation of new users
• Travel onsite to client location to provide end-user support
• Setup, configure, and maintain IT equipment, including printers, computers, AV equipment, peripherals, mobile devices, and tablets
• Maintain inventory and working logs for routine maintenance
• Troubleshoot and repair desktop computers and laptops
• Work hands-on with AV and conference room equipment
• Image and re-image workstations as needed
• Provide remote hands for senior staff in equipment access, migrations, or testing
• Document processes, create visual guides, and maintain ticket records accurately
• Follow IT best practices and procedures to recognize, analyze, and solve problems efficiently

Requirements

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience
• 1–3 years of experience in IT support or field services, preferably in an MSP environment
• Experience with Microsoft Windows 10 and Microsoft Office 365
• Familiarity with network troubleshooting and TCP/IP concepts (DNS, SMTP, DHCP)
• Knowledge of Active Directory concepts and administration
• Basic understanding of internet and email protocols (HTTP, SMTP, SSL)
• Experience with Microsoft Intune
• Ability to work onsite full-time at client location
• Willingness to participate in on-call rotation

Preferred Qualifications

• CompTIA A+, Network+, Security+
• MCSA, ITIL Foundations, or equivalent certifications

Skills

• Strong verbal and written communication with client focus
• Exceptional customer service and interpersonal skills
• Troubleshooting and problem-solving abilities
• Organizational and documentation skills
• Ability to work independently onsite and in high-visibility environments
• Time management and multitasking proficiency
• Professional demeanor and accountability

Benefits

• Comprehensive medical, dental, and vision insurance plans
• 401(k) with company match
• Flexible time off policies
• Training incentives and bonuses for career growth
• Community involvement opportunities

Pay

The salary range for this position is $50,000–$60,000 per year. The base salary range is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation.

Schedule

• Onsite presence at the client’s location, 8 hours per day, 5 days per week
• Participation in an on-call rotation as needed