The Abacus Team is seeking a Field Services Engineer Lead (Training Support) to oversee a team of Field Service Engineers that provides IT and operational support for USCIS training centers. This position 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). These are full-time positions.
Lead a team that provide dedicated onsite support for several USCIS training facilities. Coordinates professional IT support and response to customer service requests and problem reports, as well as provides hands on support for:
Support Learning Management System needs, including system administration (e.g., loading courses, maintaining LMS infrastructure and hardware, account remediation, resolving issues, and coordinating/providing Tier 3 support (Windows administration, MS SQL Server administration, backups, server and software patching). 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 IT Operations and Maintenance support, troubleshooting, and fixes. Must possess thorough knowledge in IT fundamentals, including use of personal computers, software fundamentals, operating systems, hardware configuration, security, etc. Experience administering Windows operating system, MS Office, and email accounts; familiar with reimaging and patching. Experience with SQL Server and LMS a plus.
Must have at least 2 years of experience leading a small team in an IT environment. Experience providing IT support for training organization preferred.
Must have experience using an ITSM IT ticketing system; experience with ServiceNow is desired. Must have outstanding customer service skills. Previous experience with DHS USCIS desired.
ITIL v3 Foundations, plus CompTIA A+, Security+, Network+, and/or Server+ certifications 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.