Field Support Technician - Onsite Anchor

Qbe•Andover, MA

14d•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 through an enterprise IT Customer Support Services program. This is an onsite role in Andover, Massachusetts, with travel within the assigned region of up to 25%, including occasional overnight travel. The position operates without on-site supervision and requires independent analysis, sound judgment, discretion, and ownership of customer outcomes. The role is salaried and FLSA-exempt. The technician analyzes escalated end-user computing, printer, mobile device, communications equipment, and network connectivity issues; determines root causes and appropriate resolution paths; and coordinates remote Tier II/III, engineering, or vendor support when required. The technician also determines workstation deployment and refresh approaches, performs deployments using STIG-compliant images and provisioning tools, evaluates site asset records and physical inventories, and recommends lifecycle actions. Duties include supporting printers, voice and conference room equipment, mobile devices, and site security posture, while documenting resolutions and site-specific procedures. The position requires a bachelor's degree and one year of related experience, with specified experience-based substitutions available. Candidates must be U.S. citizens with an active Secret Clearance favorably adjudicated at T3/T3R, remain within investigation scope or enrolled in Continuous Evaluation/Continuous Vetting, and hold a current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties. The role also involves physical tasks such as moving equipment up to 50 pounds, working in equipment closets and under desks, and using ladders as needed.

Requirements

Bachelor's degree and one year of related experience; alternatively, an associate's degree with two years of related experience or four years of related experience in lieu of a degree.
U.S. citizenship.
Active Secret Clearance, favorably adjudicated T3/T3R, required to start.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Current DoD 8570/8140 IAT Level I baseline certification required before performing cybersecurity-related duties, such as 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% 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 desktop, laptop, peripheral, printer, mobile device, and network connectivity incidents to determine root cause and resolution approach.
Determine whether issues can be resolved locally or require remote Tier II/III, communications, engineering, or vendor support; select the appropriate resolver group and coordinate 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, consumable, cabling, vendor, or engineering actions 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 fully address customer needs before placing tickets in “Resolved - Awaiting Customer Confirmation” status; document resolutions and site-specific procedures.
Assess site conditions, recurring issues, and security posture; apply secure configuration practices and directed vulnerability remediation; report findings and recommendations to remote Tier II/III teams and supervisors.
Travel within the assigned region, including occasional overnight travel, and represent IT to site leadership.