Client Field Services Engineer III /Help Desk III

R3•Washington DC, DC

11d•Onsite

About The Position

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 III/Help Desk III to join our team. As a Client Field Engineer III/Help Desk III, you are R3’s senior escalation and technical leader onsite for your client. You provide advanced support for complex IT issues, lead large-scale deployments and refresh projects, and proactively identify long-term solutions to recurring problems. You set the standard for professionalism and client-focused service, mentor and guide junior engineers, and drive operational improvements to ensure an outstanding client experience. 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.

Requirements

Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience
6–8+ years of client-facing IT support or field services experience, including escalation responsibilities
Advanced knowledge of endpoints, networking, cloud solutions, and IT security best practices
Strong experience with Windows, Mac OS, Microsoft 365, Azure, Intune, and endpoint devices
Experience with enterprise incident management systems, helpdesk tools, and ITIL-aligned processes
Proven experience mentoring or leading junior and mid-level engineers
Ability to manage escalations and high-impact client situations while maintaining professionalism and client satisfaction
Comfortable leading deployments, refreshes, and large-scale client projects
Ability to work onsite full-time at client location and participate in on-call rotation, including after-hours or weekend support as needed
Demonstrated ability to follow IT best practices and procedures while delivering excellent client service
Required/Preferred certifications include CompTIA A+, Network+, Security+, Microsoft 365/Azure (AZ-104), HDI, ITIL Foundations, MCSA, or equivalent
Senior-level troubleshooting, root cause analysis, and proactive problem prevention
Leadership in client-facing environments and cross-team coordination
Ability to mentor and guide junior and mid-level engineers
Strong client-facing communication and relationship management
Strategic problem-solving and initiative for service improvement
Ability to manage multiple high-priority assignments across clients
Commitment to consistently delivering exceptional client experiences
Advanced verbal and written communication
Organizational, documentation, and process improvement skills
Effective collaboration across technical and business teams
Customer-focused and professional demeanor
Problem-solving and analytical abilities
Time management and multitasking proficiency
Adaptability to changing priorities and evolving technologies

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
Serve as senior escalation point for critical client issues
Lead large-scale deployments, refreshes, and on-site projects
Analyze trends and recurring issues to implement permanent, client-focused solutions
Lead knowledge-sharing, process improvement, and documentation initiatives
Mentor and coach junior and mid-level Client Field Engineers
Collaborate with leadership to improve service delivery and client satisfaction
Ensure compliance with SLAs, ITIL best practices, and client contractual obligations
Model professional, client-focused behavior for all team members