IT Service Technician I

Job Summary:

The Field Engineer candidate will provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The Field Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers needs. The following are principal duties of the Field Engineer:

Position Responsibilities:

• Deskside Support which includes

• Provide on-site support for deployment and security remediation functions

• Gather analyze, and report end-user support trends

• Provide desktop, application and network application incident resolution

• Manage user installation and relocations requests

• Asset Inventory Support

• Conduct physical inventory of assets

• Conduct scheduled and random electronic inventories

• Assist in receiving and receipting property

• Transfer of property to other organizations

• Process computer equipment for excess and disposition

• Disposal Preparation Support

• Ensure disposal policies and procedures are employed

• Ensure every device is wiped/degaussed prior to site removal

• Encryption Services

• Administer and manage encryption tools application server

• Ensure laptops are properly encrypted

• Encrypt laptops discovered without encryption

• Provide password recovery for encrypted device

• Video Conferencing and Audio/Video O&M

• Troubleshoot system problems and repairs

• Work with support staff for remote troubleshooting and repairs

• Assist in setting up presentation devices and Video Conference units

• Set up, ensure functionality, be available during events and shut down video conferences

• Local On-Site Cabling

• Restart wiring closet cabling electronics including switches or other network devices

• Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades

• Overseas Site Support (Depends on Position)

• Wireless Services

• Assist users with mobile communication devices (mobile phones, broadband cards, and laptops) with incident support tickets

• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, connection verification, and equipment swapping support

• Service Center Services

• Ensure IT services are rendered/tested for telework users using VPN and CITRIX services

• Provide remote support services for telework/home users

• Support pre/post application releases

• Account Management Services

• Hardware Incident Resolution

• Identify and resolve hardware incidents and service requests of a consumable part

Qualifications:

Mandatory:

• US Citizen

• High School Diploma or equivalent

• Minimum 1 year experience troubleshooting software and hardware in a customer service roles

• High degree of technical proficiency

• Excellent problem solving skills and analytical abilities

Desired:

• Minimum 6 months experience with Apple software & hardware in a customer service role

• Certification in UNIX and Microsoft Operating Systems

• Familiarity with CLAIMS 3 (C3) system

• Comptia Networking + Comptia A#zr

COVID Policy: New employees will be required to adhere to the Company's and its clients' COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client's COVID-19 requirements.

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status.