The Abacus Team is seeking Field Services Deployment Engineers to assist with Deployment Services and OCONUS Site Support that requires IT support services in worldwide USCIS locations. 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.
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).
Also provide broad range of onsite IT support for USCIS OCONUS locations, including deskside support, asset inventory support, encryption services, audio conference and audio/video operations and maintenance support, minor cabling, and other, related IT support. Will provide professional IT support and response to customer service requests and problem reports. 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 technical fixes and deploy security remediations, 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. Also assist with asset inventory needs (e.g., conduct inventory of local assets, follow property management procedures for local activities). Prepare equipment for disposal (wiping/degaussing); encrypt equipment; and support video Conferencing and Audio/Video operations and maintenance. Provide additional Tier 2 services as needed. Use ticketing system (ServiceNow) to track requests and reported problems.
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 in IT fundamentals, including use of personal computers, software fundamentals, operating systems, hardware configuration, security, etc. Must be proficient in a variety of domains, including desktop and laptop administration, operations systems, account administration and related tools, Microsoft Window and Office, imaging and patching, anti-virus software, VPN and remote access, and cabling. Some exposure to network troubleshooting 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 non-technical users.
Desired certifications include CompTIA A+, ITIL v3 Foundations, plus 1 of the following: Comp TIA Security+, Network +, or Server+.
Position requires OCONUS travel. May requires after-hours cell phone and on-call support to respond to emergencies.
Previous experience with DHS USCIS desirable.
Must be a US Citizen and hold a current Top Secret clearance. 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.