Abacus Technology Field Service Engineer II (RFS and SVC) in Boston, Massachusetts
The Abacus Team is seeking Field Services Engineers II to assist with 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).
Provide broad range of onsite IT support for USCIS field facilities that include:
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.
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.
External Company Name: Abacus Technology
External Company URL: www.abacustech.com