Systems Engineer

System Engineer - Managed IT Services

About LocalGov

LocalGov, a division of Harris, builds and supports the software that runs local government - eight product lines serving counties, cities and departments across North America. We provide managed IT services to local government customers throughout Iowa: the servers, networks, security and end-user support that keep county offices working. This System Engineer works with our Iowa-based product line, serving Iowa counties. You will be one of the faces of LocalGov to those customers.

The role

This is a dual role. Remote support is delivered from anywhere in the state, and a share of the work is hands-on at customer sites - hardware, server and network builds, and on-premise access that remote tools cannot reach. You will use approved AI and automation tools to take the repeatable work off your plate, and spend the time that frees where it counts: with the customer.

The System Engineer designs, maintains and supports the IT infrastructure of local government customers under our managed services agreements - servers, networks, endpoints and security - and acts as a trusted technical advisor to customers across Iowa.

You will be expected to use approved AI and automation tools to deliver consistent, efficient service and to build repeatable solutions such as automated network assessments. Hands-on experience using AI tools and building AI agents is a requirement.

What makes someone successful in this role

We are looking for an engineer who works alongside the customer rather than at arm's length from them - someone who is comfortable in the county office, understands how that office runs, and can resolve issues in place rather than handing back a ticket. The engineers who do best here are comfortable making decisions on their own, confident talking to a commissioner and an auditor as readily as to another technician, and inclined to automate anything they find themselves doing repeatedly.

Core responsibilities include, but are not limited to:

• Onsite work at customer locations across the assigned Iowa region - hardware, server, network and end-user support

• Remote support of customer servers, networks, firewalls, endpoints and Microsoft 365 environments

• Monitoring and maintenance through the RMM platform, including building and maintaining automation scripts

• Designing, building and running AI agents and automations that take repeat work off the team - such as the AI-built network assessment and reporting

• Adopting the team's established AI processes and identifying further customer tasks that can be automated

• Running customer network assessments and presenting findings and recommendations

• Planning and carrying out PC deployments, server and network projects

• Documenting work in the ticketing system; complete, timely and accurate

• Escalating and coordinating with vendors and internal teams to resolve issues quickly

• Identifying hardware refresh, security and project opportunities for customers

• Providing regular status updates on assigned work to the MSP Operations Manager

• After-hours on-call time (scheduled and paid)

Essential Qualifications:

The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment. We also desire several of the following attributes:

• 3+ years supporting Windows server, networking and Microsoft 365 environments (required)

• Experience administering Active Directory (ADUC, Group Policy, DNS, DHCP, etc.) (required)

• Experience with networking including routing, VLANs, VPNs, NAT, wireless, SSID, point to point (required)

• Hands-on experience using AI tools (e.g. Claude, ChatGPT, Copilot) in daily technical work - research, scripting, troubleshooting and documentation (required)

• Experience building and using AI agents to automate multi-step IT tasks - monitoring, triage, reporting, device setup or customer notifications - including designing the workflow, testing it and supporting it in production (required)

• Willingness to work onsite at customer locations across the assigned region (required)

• Valid driver's license and reliable transportation for onsite customer visits (required)

• Willingness to complete accurate records of work, time and resolutions (required)

• Familiarity using a CRM or ticketing system to log work, track time and maintain knowledge base articles (required)

• Comfortable being on camera for meetings with both customers and internal staff (required)

• Experience with RMM tools and scripting (PowerShell or similar)

• Ability to show examples of AI-built scripts, agents or automations the candidate has created and the time or effort they saved

• Use of AI to recognize recurring customer issues and recommend scalable or automated solutions that reduce future support demand

• Understanding of safe and responsible AI use: protecting customer data, checking AI output before acting on it, and following company AI governance and security standards

• Experience supporting local government or other public-sector customers a plus

• Proven ability to build trusted relationships with customers through active listening, professionalism and consultative support

• Strong organizational skills with the ability to prioritize competing demands while keeping attention to detail

• Experience creating and maintaining knowledge base articles and technical documentation

• Commitment to continuous learning and adoption of emerging technologies and best practices

• Participate in on-call rotation

Salary: $65,000 - $75,000, commensurate with experience and job responsibilities

Location: Iowa - serving our managed services customers across the assigned region. Remote support delivered from anywhere in the state; onsite attendance at customer locations required. Northeast Iowa (Oelwein), Des Moines, and Spencer areas.

Benefits: Harris offers competitive compensation and benefits packages. Paid holidays, generous vacation and personal time. Come find out what other benefits await!