Field Office Technician, Senior

ASM Research•Seattle, WA

1d•Onsite

About The Position

The Field Office Technician, Senior provides advanced, on-site technical support for personal computer hardware, software, peripherals, operating systems, and related end-user technology in a client environment. The role independently resolves complex technical issues, supports users with complicated service requests, and ensures field-office technology remains reliable, accessible, and effective for daily operations. This position applies advanced diagnostic techniques to identify root causes, develop solutions where standard fixes are not available, and coordinate escalations with vendors, technical teams, and higher-tier support personnel as needed. The Field Office Technician, Senior also serves as an informal mentor, develops user-support materials, leads process-improvement efforts, and supports light travel to nearby client locations.

Requirements

Six or more years of technical support, computer support, desktop support, endpoint support, help desk, or related information technology experience.
Excellent working knowledge of personal computers, peripheral devices, assigned hardware and software products, and standard operating-system configuration and troubleshooting practices.
Demonstrated ability to independently analyze, troubleshoot, and resolve complex hardware, software, operating system, peripheral, and user-support issues.
Ability to apply advanced diagnostic techniques, research technical problems without a defined solution, evaluate alternative approaches, and recommend or implement effective resolutions.
Ability to communicate complex technical information clearly and professionally through written, verbal, and active-listening skills.
Demonstrated ability to develop user guidance, provide technology training, and explain how systems operate to non-technical users.
Strong customer-service skills and the ability to assess user needs, manage complicated support issues, and support timely resolution.
Ability to travel locally to support off-site locations as required.
Secret Clearance
Security Plus

Nice To Haves

Associate’s degree or technical or trade school training in information technology, computer support, electronics, or a related technical discipline.
Experience supporting field-office, remote-site, desktop, endpoint, or walk-up technology services in a federal or enterprise IT environment.
Experience creating technical procedures, knowledge articles, training materials, or end-user guides.
Experience mentoring junior technicians or leading the implementation of technical support process improvements.

Responsibilities

Install, configure, modify, and repair advanced personal computer hardware, software, peripheral equipment, operating systems, cables, and related end-user technology in accordance with approved specifications and technical documentation.
Independently diagnose, investigate, and resolve complex hardware, software, operating system, peripheral, and user-related problems, including issues that require research and development of a non-standard solution.
Provide advanced technical assistance and training to users through telephone, email, and in-person support; respond to complicated questions concerning system operation and technology use.
Set up equipment for employee use and ensure the appropriate installation of cables, operating systems, software, and approved technology components.
Maintain accurate and timely records of data communication transactions, service requests, installation activities, technical issues, corrective actions, and final resolutions.
Escalate major hardware or software problems, defects, and vendor-related issues to the appropriate vendor, technical team, support tier, or supervisor while coordinating resolution and maintaining communication with affected users.
Develop technical procedures, training materials, and user guidance that improve users’ ability to effectively operate supported hardware and software.
Identify process-improvement opportunities, recommend practical solutions, and lead implementation activities that improve technical support efficiency, consistency, and user experience.
Serve as an informal mentor and technical resource for junior team members, sharing troubleshooting approaches, technical knowledge, and support best practices.
Maintain current knowledge of emerging technologies, assigned hardware and software products, and industry practices; recommend appropriate improvements to enhance field-office support services.