Help Desk / IT Field Customer Support Engineer

Location: Harrisburg, PA

• 100% TRAVEL across PA – Local Candidates Only (Harrisburg, PA)
• Information Technology degree/education OR applicable work experience
• 5 years’ experience in a Help Desk / IT Field Customer Support Engineer role
• Experience and proficiency with Windows and Microsoft Server
• Ability to run a Microsoft and a Linux Command line.

LINUX Command Line – 5 years Required.

• Monitor the system daily and be the first point of contact for issues that arise
• Perform troubleshooting and resolve issues
• Create help desk tickets when needed
• Interface between the customer and the program operational team to facilitate diagnosis and repair of problems
• Be prepared to travel for customer interaction and field support if needed
• Be the customer advocate. Work to build a strong customer relationship to enhance the value of the IT solution.
• At least 80% of the work will be back-end support. The remaining 20% of the work will be front-end field service.
• There is anon-call rotation and this person will berequired to be on-call 24/7 which includes after-hours and weekends.
• There will be a combination of customer-facing and back-end support requiring an on-site presence (on-site support)
• This resource will be the face of our client at the Commonwealth of PA. All of the different locations should know who this person is and know they can reach out to this person for help.”
• Day to day this person will be tasked with addressing system issues including software, network, and hardware troubleshooting.
• The typical day will consist of addressing system issues including software, network, and hardware troubleshooting.
• Support a dynamic IT program.
• Our client just deployed their software and they need this resource to remain onsite to provide ongoing support and customer service
• Looking for a resource that can troubleshoot workstation issues and do basic LINUX work to collect logs.
• They will be using remote access to get into workstations at other locations to help resolve issues.
• They will be trained on our client’s software and all the hardware is the State of PA’s.
• The resource needs to be comfortable with Windows and Linux.
• We also need the soft skills of this person to be really good.
• They are looking for a resource who has both the soft people skills and hard technical skills required to master the program’s technology and manage customer relationships.
• This person needs to have strong communication and the ability to troubleshoot technical issues that may arise with the program.
• Monitor the system daily and be the first point of contact for issues that arise
• Perform troubleshooting and resolve issues
• Create help desk tickets when needed
• Interface between the customer and the program operational team to facilitate diagnosis and repair of problems
• Be prepared to travel for customer interaction and field support if needed
• Be the customer advocate.
• Work to build a strong customer relationship to enhance the value of the IT solution