Field Support Technician

Field Support Technician

Description

Leidos is seeking a Field Support Technician to support the Executive Office of Immigration Review (EOIR) at various court locations in the US. The individual will be responsible for providing IT support for the customers at the customer site in the individuals assigned city, as well as various other court locations in the region, which may require travel to those locations. The individuals selected for each of these positions will work closely with other support engineers located at EOIR Headquarters in Falls Church, VA, for any issues they are unable to resolve independently.

The Field Support Technician will have responsibilities in the following areas, and may also be assigned other duties as necessary to achieve the customers mission:

1) Deskside Support, including working closely with customers to resolve issues with their government issued computers.

2) Asset Inventory Support, including conducting physical inventory of assets, both scheduled and random; processing computer equipment for excess and disposition using government-approved procedures, and maintaining accurate property records.

3) Video Conferencing and Audio/Video O&M, including troubleshooting system problems; repairing or coordinating repairs; setting up presentation devices and Video Conference units; and being available during events to support video conferences.

4) Local On-Site Cabling, to include cabling electronics including switches or other network devices; replacing defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades.

5) Management Services, including creating, deleting, and troubleshooting user accounts.

6) Server Support, including DHCP, Print Services, Active Directory, and assisting with the replacement of defective parts.

The Field Support Technicians will be the primary customer interface for IT-related items at each location, and will research, recommend, image, test, set up, and deploy end-user devices (desktops, laptops, tablets, smartphones, peripherals). The Field Support Technicians will also be expected to document their work in procedures, and cleanly transfer tasks between staff and between shifts, and to create documentation for end customers. In the event of an outage or system failure, this individual will be responsible for notifying the appropriate government and contractor staff of the outage and will also provide support to EOIRs business applications. End user support may come from the web, chat, email, telephone, or in-person, and the Field Support Technician will be responsible for documenting all customer interactions in the ServiceNow ticketing system. Continuous service improvement is of great interest to the customer, and insight from the Field Support Technician into ways to improve the IT services is very important. This individual will sometimes provide training to customers on EOIRs IT services.

At the various field sites, the Field Support Technician will perform printer maintenance/replacement, install and support workstations, provide customer service functions, analyze and forecast incident and service requests, conduct hardware assessments and recommendations, manage shipping of equipment, support disposal of inoperable equipment in accordance with Governments procedures, support rapid hardware replacement as required, support court moves, expansions, openings, and closings, and provide project deployment support.

Qualifications:

Requires Bachelor's degree in Information Technology or equivalent and 5+ years of related experience.

Previous experience in IT support, field support, and customer service.

Strong knowledge of applications support and IT systems.

Excellent communication and problem-solving skills.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.