IT Field Support Engineer

Catch Talent, LLC; Levittown (PA); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Catch Talent, LLC is seeking an IT Support Engineer to join a desktop imaging team in the Philadelphia area. The role involves imaging PCs, configuring devices, and providing onsite hardware support across the region. Travel to client sites is required and the position is hybrid.

You will handle IT tickets, troubleshoot issues, document actions, and work with tools like Zendesk and TeamViewer to resolve problems efficiently. Excellent customer service is essential.

Qualifications

• 2 years of professional experience providing desktop hardware and software break/fix support.
• 3+ years of experience with PC hardware unboxing, tagging & verification and imaging deployment.
• Proficient in Windows 10 and basic networking protocols.

Responsibilities

• Perform onsite visits to provide desktop imaging and hardware support within policy.
• Handle incoming service calls; escalate when needed; document actions in ticketing system.
• image PCs, upload applications, configure devices, and place switches as part of imaging team.
• Track and resolve tickets; communicate progress to customers; maintain knowledge base.

Skills

VLANs & switches

Firewalls

PC imaging

Windows 10

Networking protocols

Zendesk

Remote tools

Driver's license

Tools

TeamViewer

Job description

Our client is a leader in the healthcare space, and their IT support team is growing in the Philadelphia, PA and New Jersey area!

Responsibilities:

Performs visits to area locations to provide onsite technical support in accordance with Information Systems policies and procedures. Handles all incoming service calls to a satisfactory completion or escalating to appropriate next-level support when necessary. This individual must be able to travel as necessary, be self-motivated, and be able work independently or with little supervision. As an IT Support Engineer, you will be joining a desktop imaging tech team to help support a large agency provider of mental and behavioral health services. When needed you will be responsible for device configuration, uploading applications, and imaging PC’s, placing switches.

IT Ticket Support- Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Also document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions.

Provide feedback on issues for the team’s knowledge database. Keep customers informed of progress and status of calls/tickets. Interact with customers and co-workers to diagnose and resolve problems. Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems. Follow prescribed guidelines and official Standard Operating Procedures. Respond to customers in a friendly and professional manner. Ensure that all responses given are technically accurate.

Qualifications/Experience:

• Prior hands‑on experience imaging computer hardware.
• Working knowledge of VLAN’s and switches. Experience configuring Firewalls, Network Switches is a plus.
• Working with Printer Logics is a plus.
• 2 years of professional experience providing desktop hardware and software break/fix support, printer setup/support, antivirus software deployment.
• 3+ years of experience with PC hardware unboxing, tagging & verification, and application package deployment or similar imaging platform/deployment solution.
• Knowledge of Windows 10 operating systems and standard networking protocols.
• Have the flexibility to work overtime hours on an as‑needed basis.
• Possess an energetic and friendly customer service personality.
• Travel is required. Valid driver’s license is required.
• Knowledge of ticketing system such as Zendesk is a plus.
• Knowledge of Team Viewer and other remote tools is a plus.
• This position is hybrid covering a 2 hour radius from Levittown, PA

Catch Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.