Field Office Technician

ASM Research

1d•Onsite

About The Position

Responsible for providing comprehensive on-site technical support and customer service leadership at CASTLE-NET program field offices. Functions as both a technical expert and customer service leader, deploying field locations to conduct IT infrastructure assessments, end-user device wellness checks, and field office service excellence initiatives. Conducts network performance evaluations, manages conference room equipment support, and ensures strict compliance with USACE IT policies. Oversees field technician team coordination, mentors junior staff, and serves as the primary liaison for customer satisfaction and service delivery. Analyzes performance results and recommends strategic improvements affecting project growth, while maintaining exceptional customer relationships and technical expertise across multiple field office assignments. POSITION CLASSIFICATION SUMMARY Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Possesses and applies comprehensive knowledge across key tasks and high-impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

Requirements

Bachelor's degree (or equivalent work experience) in Information Technology, Computer Science, or related field
8+ years of experience in IT field support, user support, or technical support roles
Minimum 3+ years of experience in a customer service leadership or supervisory capacity
Excellent technical knowledge of hardware, software, networking, and troubleshooting methodologies
Advanced experience with IT equipment setup, maintenance, configuration, and optimization
Excellent problem-solving, analytical, and critical thinking skills
Excellent communication, interpersonal, and customer relationship skills
Demonstrated ability to manage multiple technical and customer service tasks effectively
Proficiency in remote support tools, ticketing systems, and field service management platforms
Willingness to travel to CASTLE-NET field office locations as required for on-site support
Experience managing technical operations, coordinating field technician teams, and overseeing service delivery
Ability to analyze field office performance results and recommend strategic improvements
Strong technical expertise across multiple complex project assignments and scenarios
Proven customer service leadership experience with demonstrated focus on satisfaction and retention
Ability to train, mentor, and develop junior technicians and support staff
Familiarity with USACE IT environment, policies, and federal contracting requirements

Nice To Haves

CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Certification
Customer Service Excellence Certification or Training
Technical Leadership or Supervisor Certification
Advanced Remote Support Tools & Platforms Expertise
Network Diagnostic Tools & Analytical Software Proficiency
Federal IT Policy & USACE Compliance Knowledge
Experience with Multiple Operating Systems & Platforms
Customer Relationship Management (CRM) System Expertise
Field Service Management Tools & Ticketing System Mastery
Project Coordination & Process Improvement Experience
Emotional Intelligence Development Training
Agile or Lean Service Delivery Methodology Knowledge

Responsibilities

Deploy to CASTLE-NET field offices for on-site technical support, advanced troubleshooting, and customer service leadership
Conduct comprehensive IT infrastructure assessments and end-user device wellness checks at field locations
Evaluate network performance, identify bottlenecks, and implement optimization recommendations
Provide advanced technical support for complex end-user device issues (desktops, laptops, peripherals, specialized equipment)
Troubleshoot advanced hardware and software problems requiring in-depth technical analysis and solutions
Check, support, and optimize conference room equipment functionality and connectivity
Document technical findings and create detailed IT issue tickets with recommended solutions for remote resolution
Ensure strict compliance with USACE IT policies, security requirements, and operational standards
Assist with IT equipment disposal training and environmental compliance initiatives
Lead field office technical support initiatives, coordinate technician activities, and mentor junior team members
Maintain comprehensive equipment inventory, asset documentation, and service records
Evaluate field office performance results and recommend major strategic changes affecting project growth and success
Serve as customer service leader ensuring technical excellence, customer satisfaction, and professional service delivery
Function as technical expert across multiple field office assignments and complex technical scenarios
Coordinate with IT leadership, remote support teams, and management on service improvement opportunities and initiatives
Conduct on-site customer training on technical best practices, equipment maintenance, and IT security
Facilitate communication between field offices and IT operations to resolve escalated issues
Develop and implement field office service improvement processes and best practices documentation