Field Office Technician, Senior - Secret Clearance
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 federal IT environment. The technician independently resolves complex technical issues, supports complicated service requests, and helps keep field-office technology reliable, accessible, and effective for daily operations. The role applies advanced diagnostics, researches problems without standard fixes, coordinates escalations with vendors and higher-tier support, mentors junior team members, and leads process improvements. The position is on-site in Seattle, Washington, with no telework, and includes local travel up to 10%.
Requirements
- Six or more years of technical support, computer support, desktop support, endpoint support, help desk, or related IT experience.
- Excellent working knowledge of personal computers, peripheral devices, assigned hardware and software, and standard operating-system configuration and troubleshooting.
- Demonstrated ability to independently analyze, troubleshoot, and resolve complex hardware, software, operating system, peripheral, and user-support issues.
- Ability to apply advanced diagnostics, research problems with no defined solution, and recommend or implement effective fixes.
- Clear, professional written and verbal communication, including the ability to explain systems and train non-technical users.
- Strong customer-service skills.
- Current Secret security clearance.
- Security+ or another DoD 8140 IAT-II compliant certification.
- U.S. citizenship.
- Ability to work on site in Seattle, WA, with no telework, and travel locally to off-site locations up to 10% of the time.
Nice To Haves
- Associate's degree or technical or trade school training in information technology, computer support, electronics, or a related discipline.
- Field-office, remote-site, desktop, endpoint, or walk-up support experience 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 support process improvements.
Responsibilities
- Install, configure, modify, and repair advanced personal computer hardware, software, peripheral equipment, operating systems, cables, and related end-user technology to approved specifications and technical documentation.
- Independently diagnose and resolve complex hardware, software, operating system, peripheral, and user-related problems, including issues requiring research and non-standard solutions.
- Provide advanced technical assistance and training to users by phone, email, and in person, and answer complicated questions about system operation and technology use.
- Set up equipment for employee use, including cables, operating systems, software, and approved components.
- Maintain accurate, timely records of service requests, installations, technical issues, corrective actions, and resolutions.
- Escalate major hardware or software problems, defects, and vendor issues to the appropriate vendor, team, support tier, or supervisor, and keep affected users informed.
- Develop technical procedures, training materials, and user guidance.
- Identify process-improvement opportunities, recommend practical solutions, and lead their implementation.
- Serve as an informal mentor and technical resource for junior team members.
- Stay current on emerging technologies and assigned hardware and software, and recommend improvements to field-office support.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
