Sr. Desktop Support Technician
Location: Harrisonburg, VA

REQUIREMENT: Must be a U.S. Citizen

Job Description and Summary

The Senior Field Engineer candidate will provide user support at customer locations on assigned open tickets and work in collaboration with the Service Desk. The Senior Field Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfaction. The Senior Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. The Senior 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 Senior 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
    • 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)
  • Mobility
    • Provide Device support such as troubleshooting, OS update assistance, initial device configuration
    • Provide assistance with Hotspot/Laptop configuration
    • Provide Escalated VIP mobility support
  • 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:

  • US Citizen
  • High School Diploma or equivalent
  • Minimum 3-5 years’ experience troubleshooting software and hardware in a customer service role
  • Minimum 3-5 years’ experience with iOS and Android phone operating systems
  • Minimum 3-5 years’ experience with Enterprise Mobility Management and Mobile Device Management solutions, VPN, and Citrix telework solutions
  • 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

Desired:

  • Certification in UNIX and Microsoft Operating Systems or 5 years relevant experience troubleshooting installing and configuring Unix and MS systems Experienced with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation request
  • Comptia Networking +
  • Comptia A+