Field Service Engineer I (RFS and SVC) Job Locations US-MA-Boston | US-Other Location Posted Date 4 months ago (4 months ago) Job ID 2018-3273 Overview The Abacus Team is seeking Field Services Engineers I to assist with Regional Field Services and Service Center support and operations. This position is part of a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). These are full-time positions. Responsibilities Provide a broad range of onsite IT support for USCIS service center and regional field facilities, including: Provide professional IT support and response to customer service requests and problem reports, including local desktops, telework capabilities, Provide troubleshooting on desktops, laptops, and networks. Provide daily operations and maintenance support for local IT systems and equipment. Provide end-user deskside support, including desktop, laptop hardware, software and peripherals. Conduct fixes and deploy security remediation, resolve incidents Support Install/Move/Add/Change needs Provide imaging/reimaging of desktops and laptops Provide ad-hoc end-user training in the use of IT assets. Provide enhanced support for CLAIMS 3 and CLAIMS 4 systems (e.g., backup, patching, user access requests, etc.) Assist in responding to issues with and requests for wireless and mobility devices Provide additional Tier 2 services as needed. Uses ticketing system (ServiceNow) to track requests and reported problems. Specific duties vary by type of facility (regional site, service center) and location. Assists with asset inventory needs (e.g., conduct inventory of local assets, follow property management procedures for local activities). Prepare equipment for disposal (wiping/degaussing); encrypt equipment; and support video Conferencing and Audio/Video operations and maintenance. Qualifications Education: High School or GED required; Associates Degree or higher in a related field is desired. Experience and Skills: 2-4 years of experience providing Tier 2 end user support, including Operations and Maintenance support, troubleshooting, and fixes. Must possess thorough knowledge in IT fundamentals, including use of personal computers, software fundamentals, operating systems, hardware configuration, security, etc. Must be proficient in a variety of domains, including desktop and laptop administration, operations systems, account administration and related tools, Microsoft Window and Office, imaging and patching, anti-virus software, VPN, and remote access. Basic cabling and cable management experience preferred. Some exposure to network troubleshooting is desired. Must have experience using ITSM IT ticketing system; experience with ServiceNow is desired. Must have outstanding customer service skills and very good communications skills to communicate technical information to non-technical users. Desired certifications include CompTIA A+, ITIL v3 Foundations, plus 1 of the following: Comp TIA Security+, Network +, or Server+. Position requires after-hours cell phone and on-call support to respond to emergencies and may require up to 24x5 shift work. Previous experience with DHS USCIS desired. Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust or Secret clearance. EOE/M/F/Vet/Disabled