The Abacus Team is seeking an FSE (RFS and SVC) Lead to lead a team providing end-user support and operations of Regional Field Services Offices and Service Centers. This is a full-time position that is 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).
Act as a working team lead providing hands-on technical support and mentorship and guidance to FSEs. Provide broad range of onsite IT support for USCIS field facilities that include:
Specific duties vary by type of facility (regional site, service center) and location.
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.
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. 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. Some exposure to cabling and network troubleshooting is desired. 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 non-technical users.
Desired certifications include CompTIA A+, ITIL v3 Foundations, plus 1 of the following: CompTIA Security+, Network +, or Server+.
Position requires after-hours cell phone and on-call support to respond to emergencies and may require up to 24x5 shift work.
Previous experience with DHS USCIS desired.
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.