Field Office Technician, Senior

ASM Research•Walla Walla, WA

6d•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 helps ensure field-office technology is reliable, accessible, and effective for daily operations. The technician uses advanced diagnostics to identify root causes, develops solutions when standard fixes are unavailable, and coordinates escalations with vendors, technical teams, and higher-tier support personnel as needed. The role also provides advanced user assistance and training, develops support procedures and materials, contributes to process improvements, and serves as an informal mentor to junior team members. Light travel to nearby client locations is required as needed.

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.
Ability to independently analyze, troubleshoot, and resolve complex hardware, software, operating-system, peripheral, and user-support issues.
Ability to use advanced diagnostic techniques, research technical problems without a defined solution, evaluate alternatives, and recommend or implement effective resolutions.
Clear and professional written and verbal communication and active-listening skills, including the ability to explain complex technical information.
Ability to develop user guidance, provide technology training, and explain system operations to non-technical users.
Strong customer-service skills and 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+ certification.

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 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 according to approved specifications and technical documentation.
Independently diagnose, investigate, and resolve complex hardware, software, operating-system, peripheral, and user-related problems, including issues requiring research and development of non-standard solutions.
Provide advanced technical assistance and training by telephone, email, and in person, including responses to complicated questions about system operation and technology use.
Set up equipment for employee use and ensure appropriate installation of cables, operating systems, software, and approved technology components.
Maintain accurate and timely records of data communication transactions, service requests, installations, technical issues, corrective actions, and resolutions.
Escalate major hardware or software problems, defects, and vendor-related issues to appropriate vendors, technical teams, support tiers, or supervisors; coordinate resolution and communicate with affected users.
Develop technical procedures, training materials, and user guidance to help users operate supported hardware and software effectively.
Identify process-improvement opportunities, recommend practical solutions, and lead implementation activities to improve support efficiency, consistency, and user experience.
Mentor junior team members by sharing troubleshooting approaches, technical knowledge, and support best practices.
Maintain current knowledge of emerging technologies, assigned hardware and software products, and industry practices; recommend improvements to field-office support services.