Field Service Technician

About the role

Supports customer service requests and IT service delivery within the IT environment and for mission applications, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.

Responsibilities

• Researches, maintains, and applies expertise in emerging technologies, and industry developments, trends, best practices, and principles of IT customer support.
• Provides on-site and remote technical support to approved seat service DCSA end users.
• Part of a call center of mission-ready technicians to assist staff with data input/output devices issues with laptops/tablets/workstations, mobile devices, VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
• Covers IT technical support by assigning or dispatching the appropriate resource to troubleshoot and isolate IT technical issues and outages ensuring minimal impact to users.
• Handles customer interactions across multiple communication channels and business lines, with customized interfaces and information delivery mechanisms.
• Sets up and maintains laptops, PCs, and other access devices to expected standards of performance and security, ensuring patching and updates are carried out promptly and effectively.
• Supports information sharing and knowledge management capabilities, continuous process improvement, and performance tracking and monitoring capabilities.
• Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Executes plans for practices, technologies, automation and solutions to achieve operational efficiencies, improve self-service options, modernize service management, and improve the customer experience.
• Tracks customer satisfaction benchmarks and metrics. Provides weekly, monthly, and customer service ad-hoc reports.
• Executes change management to perform smoother transition migrations.
• Walk-through Classroom and provide a list of what is required for full capacity classroom usage (i.e. dual monitors, laptops, docking stations, network in the room, cabling, and potentially even the future Wi-Fi).
• Routines to be maintained Ghosting of computers and sharing the licenses for each laptop, validating each image correctly performed per instructors' request.
• Be able to sustain in tandem normal classroom support (ghosting, maintenance, and prep) at the same time, real-time classroom support while classes are in sessions as the day starts, during the day, and end of day.
• Engage directly in the classrooms to get the networks or the interface of computers working with the students.

Requirements

• Bachelor's degree and five (5) or relevant years of experience in lieu of degree
• US Citizen and active Top Secret clearance with SCI eligibility
• IAT-II Certification, i.e., Security + CE or equivalent

Qualifications

• Target salary range $80,001 - $120,000