Mid Field Engineer A, Seattle, WA at Technica LLC in Charleston, South Carolina

Job Description:

Mission: This position provides an opportunity to support vital functions for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), supporting programs managing our nation's fundamental foreign person processing services. The USCIS processes applications and petitions for immigration and citizenship benefits promotes an awareness and understanding of citizenship and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization, and the successful candidates will help the USCIS OIT provide information technology (IT), expertise, and the support services necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products.

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 satisfaction. The Field Engineer installs, troubleshoots, and maintains an extensive variety of products and equipment. The Field Engineer will have the ability to make replacement cables from raw cable and RJ-45 connectors.

Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customer's needs. The following are principal duties of the Field Engineer:

Position Responsibilities:

• Deskside Support which includes
  
  
  
  • Providing on-site support for deployment and security remediation functions
    
    
  • Gather analyze, and report end-user support trends
    
    
  • Analysis, testing and modification of computer hardware systems and software based on consultations with users and system design specifications
    
    
  • Updating registry values, installing/configuring/updating computer operating systems
    
    
  • Utilizing remote management to diagnose/modify update computer programs/software and computer systems
    
    
  • Provide desktop, application, and network application incident resolution
    
    
  • Manage user installation and relocations requests
    
    
  
  
• Asset Inventory Support
  
  
  
  • Conduct a 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 every device is wiped/degaussed prior to site removal
      
      
    • Ensure disposal policies and procedures are employed
      
      
    
    
  
  
• 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 switchblades
    
    
  
  
• Overseas Site Support (Depends on Position)
  
  
• Wireless Services
  
  
  
  • Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
    
    
  • Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server 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 2-3 years experience troubleshooting software and hardware in a customer service role
  
  
• 
  Desired:
  
  
• Certification in UNIX and Microsoft Operating Systems or 3 years experience troubleshooting, installing, and configuring UNIX and MS systems
  
  
• Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete the software installation
  
  
• Familiarity with CLAIMS3 (C3) system
  
  
• Comptia Networking +
  
  
• Comptia A+
  
  
• Minimum 6 months experience troubleshooting Apple Macintosh software and hardware in a customer service role
  
  
• A high degree of technical proficiency
  
  
• Excellent problem-solving skills and analytical abilities