Field Support Technician - Onsite Anchor

QBE Global LLC•Andover, MA

14d•$80,000 - $90,000•Onsite

About The Position

QBE is seeking a Field Support Technician to serve as the on-site IT decision-maker for assigned regional and field locations supporting a Department of War agency. The role operates without on-site supervision and handles escalated end-user computing, printer, mobile device, and communications issues. The technician determines root causes and resolution approaches, decides when remote Tier II/III teams, engineering, or vendors are needed, manages workstation deployment and refresh decisions, and analyzes site asset records to recommend lifecycle actions. The position requires independent judgment, travel within the assigned region, and representing IT to site leadership. It is an onsite role in Andover, Massachusetts, with up to 25% travel. This is a salaried, FLSA-exempt position. QBE is a technology and security solutions provider supporting defense and federal customers worldwide. Its people work in small, embedded teams delivering capabilities where precision, accountability, and technical excellence support national-level objectives.

Requirements

Bachelor's degree and 1 year of related experience; an associate degree with 2 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted.
Must be a U.S. citizen.
Must have an active Secret Clearance, favorably adjudicated T3/T3R, to start.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties; examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
Ability to work independently, analyze problems, determine appropriate courses 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 installation.
Working knowledge of Windows 10/11, PC hardware, peripherals, printers, mobile devices, and basic networking, including TCP/IP, Wi-Fi, VPN, and cabling.
Ability to work independently at remote sites with minimal on-site supervision while coordinating with remote teams by phone, chat, and ticket.
Valid driver's license and ability to travel within the assigned region up to 25% of the time with pre-approved travel; occasional overnight travel is required.
Ability to lift and move IT equipment up to 50 pounds, work in equipment closets and under desks, and use ladders as needed.
Strong customer service, communication, and organizational skills.

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, BitLocker, and enterprise imaging tools.
Familiarity with VoIP phones, VTC endpoints, and structured cabling.
Interest in growing into desktop engineering, telecommunications, or systems administration roles.

Responsibilities

Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated issues involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity.
Determine whether issues can be resolved locally or require remote Tier II/III, communications, or vendor support; select the appropriate resolver group and coordinate remote resolution while retaining ownership of the customer outcome.
Determine workstation deployment and refresh approaches, including image selection, configuration, data migration, and user scheduling; execute deployments using STIG-compliant images and provisioning tools.
Assess printer, multifunction device, VoIP phone, VTC endpoint, and conference room equipment issues, and coordinate configuration, repair, consumables, cabling, vendor, or engineering support as appropriate.
Evaluate mobile-device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
Analyze site asset records and physical inventory results, identify discrepancies and likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.
Verify that resolution actions address customer needs before moving tickets to “Resolved - Awaiting Customer Confirmation”; document resolutions and site-specific procedures.
Assess site conditions, recurring issues, and security posture; apply secure configuration practices and vulnerability remediation as directed; report findings and recommendations to remote teams and supervisors.