Mid Field Engineer B, Charleston, SC
Technica LLC
Charleston, SC
4d ago

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 nations 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.

Triple-i employees work closely with USCIS personnel to deliver high end service solutions that allow

them to maintain mission continuity. The selected candidates will work with high performance

collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh,

software integration, and operations support to clients in CONUS and OCONUS locations.

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. 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 customers needs. The following are

principal duties of the Field Engineer :

Position Responsibilities :

Deskside Support which includes

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

o Gather analyze, and report end-user support trends

o Provide desktop, application and network application incident resolution

o Manage user installation and relocations requests

o 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

o Disposal Preparation Support

Ensure disposal policies and procedures are employed

Ensure every device is wiped / degaussed prior to site removal

o 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

o 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

o 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

o Overseas Site Support (Depends on Position)

Wireless Services

o Assist users with mobile communication devices (mobile phones, broadband cards,

Blackberrys, and laptops) with incident support tickets

o Provide Tier 2 support in the field which includes hardware troubleshooting and OS reinstall,

Blackberry Exchange Server connection verification and equipment swapping

Service Center Services

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

services

o Provide remote support services for telework / home users

o Support pre / post application releases

Account Management Services

Hardware Incident Resolution

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

Qualifications : Mandatory :

Mandatory : US Citizen

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 troubleshooting Apple Macintosh software and hardware in a

customer service role

Certification in UNIX and Microsoft Operating Systems

Familiarity with LANDesk remote resolution and with using LANDesk to push packages to

workstations to complete software installation

Familiarity with CLAIMS 3 (C3) system

Comptia A+

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