Field Support Technician - Printer Support

Qbe•Boyer, PA

4d•Onsite

About The Position

QBE is seeking a Field Support Technician to provide onsite Tier II end-user computing support in Boyers, Pennsylvania, for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. The technician handles issues that the Tier I Service Desk cannot resolve remotely, independently identifying root causes and business impacts and deciding whether to repair, reconfigure, re-image, replace, or escalate equipment and issues. The role involves evaluating configurations against enterprise baselines and STIG requirements, implementing approved changes with administrative privileges, assessing hardware lifecycle data, coordinating vendor service as the Government's technical liaison, and documenting recurring issues for knowledge articles and Tier I enablement. The position is onsite and involves up to 10% travel. The assigned core schedule is within 6:00 a.m. to 6:00 p.m. ET, with participation in an after-hours on-call rotation as required. The technician must work independently and exercise discretion and judgment on matters significant to the program and its customers. The role requires the ability to move IT equipment weighing up to 50 pounds and to work at user desks, in equipment rooms, and in classroom settings.

Requirements

Bachelor's degree and 2 years of related experience; an Associate's degree with 3 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted.
U.S. citizenship.
Active Top Secret Clearance with SCI eligibility, favorably adjudicated T5/T5R, at start.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Current DoD 8570/8140 IAT Level I baseline certification, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP, before performing cybersecurity-related duties; certification must be maintained.
Ability to work independently, analyze problems, choose an appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware repair.
Working knowledge of Windows 10/11 installation and configuration, PC hardware components, peripherals, printers, and basic networking, including TCP/IP, Wi-Fi, and VPN.
Familiarity with Active Directory account and computer object concepts, Microsoft 365 applications, and remote support tools.
Ability to lift and move IT equipment up to 50 pounds and work at user desks, in equipment rooms, and in classroom settings.
Strong customer service, communication, and organizational skills, and ability to follow documented procedures precisely.
Ability to work assigned shifts within the 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation as required.

Nice To Haves

Experience using ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
Experience working across multiple security enclaves, including NIPRNet, SIPRNet, and JWICS, and with classified system handling procedures.
Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments.
Familiarity with MECM/SCCM, Intune, Group Policy, BitLocker, and enterprise imaging tools.
Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
Interest in growing into endpoint engineering, systems administration, or cybersecurity roles.

Responsibilities

Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers; determine root cause and business impact; and choose an appropriate resolution or escalation path.
Evaluate workstation configurations, software, drivers, and operating systems against enterprise baselines and STIG requirements, then implement approved corrections using administrative privileges.
Determine deployment approaches for new and replacement workstations, including image selection, configuration, and data migration, and perform deployments using STIG-compliant images and automated provisioning tools such as MECM/SCCM and PXE.
Diagnose desk-side wired, Wi-Fi, VPN, docking, and IP connectivity issues; distinguish endpoint faults from infrastructure faults; and route escalations to the appropriate resolver group.
Assess printer and multi-function device issues and determine whether they require configuration, driver, queue, consumable, or vendor action; coordinate vendor service as the Government's technical liaison.
Confirm that resolution actions address the customer's need before setting tickets to “Resolved - Awaiting Customer Confirmation,” and document resolutions and configuration decisions for the knowledge base.
Analyze hardware lifecycle data at assigned sites, including inventory accuracy, refresh eligibility, and end-of-life status, and recommend refresh, redeployment, or disposition actions to asset management.
Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.
Work assigned shifts within the 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation as required.