Abacus Technology

  • Field Service Deployment Engineer (CONUS)

    Job Locations US-VT-St. Albans | US-Other Location
    Posted Date 2 weeks ago(5/14/2018 1:12 PM)
    Job ID
    2018-3261
  • Overview

    The Abacus Team is seeking Field Services Engineers to assist with Deployment Services that require CONUS travel. These positions are part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). These are full-time positions.

    Responsibilities

    As a Field Service Deployment Engineer (CONUS), assist with deployment support that includes onsite cabling, server and IT equipment setup and relocation for as well as upgrading or installing new software.  Desktop deployment may also be required.  Support the full deployment life cycle from pre-deployment (e.g., planning) to on-site installation and post-deployment (technical support, validation, as built documentation).

     

    In addition to specific deployment activities, provide a broad range of onsite IT support for USCIS including deskside support, asset inventory support, encryption services, audio conference and audio/video operations and maintenance support, minor cabling, and other, related IT support:

    • Provide professional IT support and response to customer service requests and problem reports, including local desktops, telework capabilities,
    • Provide troubleshooting on desktops, laptops, and networks.
    • Provide daily operations and maintenance support for local IT systems and equipment.
    • Provide end-user deskside support, including desktop, laptop hardware, software and peripherals. Conduct fixes and deploy security remediation, resolve incidents
    • Support Install/Move/Add/Change needs
    • Provide imaging/reimaging of desktops and laptops
    • Provide ad-hoc end-user training in the use of IT assets.
    • Provide enhanced support for CLAIMS 3, CLAIMS 4, and other systems (e.g., backup, patching, user access requests, etc.)
    • Assist in responding to issues with and requests for wireless and mobility devices
    • Provide additional Tier 2 services as needed.
    • Uses ticketing system (ServiceNow) to track requests and reported problems.

    Qualifications

    Education:

    Associate’s Degree required; Bachelor’s Degree in a related field is desired.

     

    Experience and Skills:

    At least 5 years of experience providing Tier 2 end-user support, including Operations and Maintenance support, troubleshooting, and fixes and/or deployment support involving deployment of at least 20 systems or system components or peripherals.  Must have experience following and contributing to written deployment plans.  Experience documenting deployed systems. 

     

    Must possess thorough knowledge of IT fundamentals, including but not limited to:  imaging, use, configuration, and administration of personal computers, servers, and peripherals; and, installation, configuration, patching, and use of software, operating systems, hardware, operating systems, and security tools; installation, configuration, patching, and use of VPN software and remote access software. Experience with cabling and network troubleshooting required. Experience with providing end-user support with mobile devices (phones and tablets) is desired.

     

    Must have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Must have outstanding customer service skills and very good communications skills to communicate technical information to both technical and non-technical users.  

     

    Desired certifications include CompTIA A+, ITIL v3 Foundations, plus 1 of the following: Comp TIA Security+, Network +, or Server+.

     

    Position requires travel in the US.  May require after-hours cell phone and on-call support to respond to emergencies.

     

    Previous experience with DHS USCIS desirable.

     

    Must be a US Citizen.  Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information.  Position may require a current/active Public Trust or Secret clearance.

     

    EOE/M/F/Vet/Disabled

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