IT Systems & Network Engineer

Location: Harrisburg, PA
Work Arrangement: Hybrid

Role Overview
The IT Systems & Network Engineer owns IT service management, end-user support, warehouse technology, first-line network and infrastructure support. The position serves as the primary technical resource responsible for resolving issues across the environment and ensuring operational stability across office, warehouse, and core systems. The role also serves as a first-line technical responder for cloud ERP, integrations, and cross-system operational issues.

Primary Responsibilities

• Own and manage the IT service management platform, including workflows, SLAs, queues, reporting, and automation.
• Manage ticket intake, prioritization, escalation, and resolution.
• Maintain the service catalog and knowledge base.
• Act as the primary escalation point for IT issues.
• Troubleshoot hardware, software, operating systems, and business applications.
• Deploy, image, and maintain endpoints, mobile devices, and peripherals.
• Manage asset tracking and lifecycle activities.
• Support RF devices, scanners, voice systems, handhelds, tablets, mobile devices, and specialized warehouse printers.
• Troubleshoot device, application, and connectivity issues.
• Support operational technology used in warehouse and logistics operations.
• Provide hands-on support for wired and wireless networks.
• Troubleshoot connectivity, switching, firewall, VPN, and Wi-Fi issues.
• Monitor network performance and assist with maintenance and optimization.
• Support warehouse RF and wireless infrastructure.
• Support directory services, user access, and permissions.
• Support servers, virtualization platforms, backups, email systems, file services, and printing infrastructure.
• Assist with disaster recovery and business continuity activities.
• Perform triage of production issues and determine whether failures are related to users, devices, networks, applications, or integrations.
• Monitor integrations and identify failures, delays, and data mismatches.
• Gather diagnostics and coordinate escalations with internal teams, vendors, and implementation partners.
• Coordinate with vendors for issue resolution and support.
• Maintain documentation, procedures, and runbooks.
• Recommend improvements to systems and processes.
• Provide after-hours and on-call support as needed.
• Support enterprise application and infrastructure initiatives.

Required Technical Skills

• Strong troubleshooting across endpoints, network, infrastructure, and cloud applications.
• Strong understanding of IT service management concepts and practices.
• Experience with workflow automation and system integrations.
• Ability to independently own issues from intake through resolution.
• Strong communication and customer service skills.
• Strong root-cause analysis and problem-solving abilities.
• Ability to troubleshoot issues spanning multiple interconnected systems.
• 5+ years of hands-on IT experience across support, infrastructure, networking, and systems administration.
• Strong experience with endpoint management, operating systems, directory services, DNS, DHCP, virtualization, networking, and enterprise applications.
• Experience administering an IT service management platform.
• Experience with workflow automation tools.
• Experience supporting enterprise print environments, print servers, thermal printers, label printers, barcode printers, warehouse printers, and mobile printing technologies.
• Experience troubleshooting printing issues involving hardware, drivers, applications, network connectivity, and print management solutions.

Preferred Qualifications

• Experience supporting warehouse, logistics, manufacturing, or distribution environments preferred.
• ERP experience is preferred but not required.
• Relevant industry certifications are preferred.