Help Desk Technician (Senior Field Engineer)

Location: Newark, NJ
Technica LLC is accepting applications for the position of Senior Field Engineer to provide help desk technician services at the USCIS Field Office in Newark, New Jersey.

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 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. This position requires a security clearance of a Public Trust favorable suitability determination at the time of employment.

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 customers’ needs.

Principal 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, 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

Position Qualification Requirements:
This position requires that employees must be able to obtain a Public Trust favorable suitability determination prior within the acceptable timeframe (start of employment) and maintain favorable suitability while employed in this position.
 
Mandatory
  • US Citizen
  • Associates Degree (for Designated Lead/Supervisor) or High School Diploma or equivalent
  • Minimum 3-5 years experience troubleshooting software and hardware in a customer service role (and in a supervisory role if for Lead position.)
  • Certification in Unix and Microsoft Operating Systems OR 5 years experience installing, configuring, and troubleshooting in Unix and Microsoft environments in lieu of certification
  • High degree of technical proficiency
  • Excellent problem solving skills and analytical abilities
Technica is an Equal Opportunity Employer and VEVRAA Federal Contractor

Technica recognizes the value of diversity in our workplace and are committed to equal opportunity.  Technica provides fair and equal employment opportunity for all employees and job applicants without regard to race, color, religion, gender, age, national origin, ancestry, sexual orientation, sexual preference, partnership status, gender identity, disability, genetic information, and protected veteran status, status of participation in the U.S. Armed Services, or other status protected by federal, state or local law. Technica hires and promotes individuals solely on the basis of their qualifications for the job to be filled.  

Technica reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and employees.  Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


Technica encourages women, minorities, individuals with disabilities, and members or veterans of the U.S. Armed Services to apply.

Benefits 
Technica offers paid time off, health, dental, vision, short-term disability, long-term disability, life insurance benefits, and 401(k) options to all full-time employees. 

This position description is subject to change at any time. Only persons submitting applications through Technica’s on-line application process will be considered for employment.


 
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