Client Field Services Engineer 1/Help Desk 1

R3 LLC; Frederick (MD); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental, vision insurance

401(k) with company match

Flexible time off

Training incentives and bonuses

Job summary

R3 LLC is seeking a Client Field Engineer I/Help Desk I to be the onsite face of our IT services at client sites, delivering end-user support and ensuring systems run efficiently.

The role requires onsite full-time work, 8 hours per day, 5 days per week, and participation in an on-call rotation. Travel to client locations and strong customer-service skills are essential for success.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience.
• 1–3 years of IT support or field services, preferably in an MSP environment.
• Experience with Windows 10 and 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 certifications include CompTIA A+, Network+, Security+, MCSA, ITIL Foundations, or equivalent.

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.

Skills

Communication

Customer service

Troubleshooting

Documentation

Independent onsite work

Time management

Professional demeanor

Education

Bachelor’s degree in Computer Science / Information Systems / IT

Certifications: CompTIA A+, Network+, Security+, MCSA, ITIL Foundations

Tools

Windows 10

Office 365

Active Directory

Microsoft Intune

Job description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented Client Field Services Engineer 1/Help Desk 1 to join our team.

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

Qualifications

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

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

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work‑life balance.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

The salary range for this position is $50,000 -$60,000/year. The base salary range for this position 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 that may be offered as part of the total compensation package. R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.