Mid Field Engineer

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: Responsibilities & Duties Deskside Support which includes

Provide 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 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

Qualifications & Skills Mandatory: High School Diploma or equivalent Minimum 2-3 years’ experience troubleshooting software and hardware in a customer service role Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role High degree of technical proficiency Excellent problem solving skills and analytical abilities 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 software installation

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