Field Office Technician, Senior - Secret Clearance

Field Office Technician, Senior - Secret Clearance

On-site in Walla Walla, WA

The Field Office Technician, Senior provides advanced, on-site technical support for personal computer hardware, software, peripherals, operating systems and related end-user technology in a federal IT environment. The role independently resolves complex technical issues, supports users with complicated service requests, and keeps field-office technology reliable, accessible and effective for daily operations. The technician applies advanced diagnostics to find root causes, develops solutions where standard fixes are not available, coordinates escalations with vendors and higher-tier support, mentors junior team members and leads process improvements. Travel up to 10%.

Responsibilities:

• Install, configure, modify and repair advanced personal computer hardware, software, peripheral equipment, operating systems, cables and related end-user technology to approved specifications and technical documentation.
• Independently diagnose and resolve complex hardware, software, operating system, peripheral and user-related problems, including issues that need research and a non-standard solution.
• Provide advanced technical assistance and training to users by phone, email and in person, and answer complicated questions about system operation and technology use.
• Set up equipment for employee use, including cables, operating systems, software and approved components.
• Keep accurate, timely records of service requests, installations, technical issues, corrective actions and resolutions.
• Escalate major hardware or software problems, defects and vendor issues to the right vendor, team, support tier or supervisor, and keep affected users informed.
• Develop technical procedures, training materials and user guidance.
• Identify process-improvement opportunities, recommend practical solutions and lead their implementation.
• Serve as an informal mentor and technical resource for junior team members.
• Stay current on emerging technologies and assigned hardware and software, and recommend improvements to field-office support.

Requirements:

• Six or more years of technical support, computer support, desktop support, endpoint support, help desk or related IT experience.
• Excellent working knowledge of personal computers, peripheral devices, assigned hardware and software, and standard operating-system configuration and troubleshooting.
• Demonstrated ability to independently analyze, troubleshoot and resolve complex hardware, software, operating system, peripheral and user-support issues.
• Ability to apply advanced diagnostics, research problems with no defined solution and recommend or implement effective fixes.
• Clear, professional written and verbal communication, including explaining systems and training non-technical users.
• Strong customer-service skills.
• Current Secret security clearance.
• Security+ or other DoD 8140 IAT-II compliant certification.
• U.S. citizenship required.
• Ability to work on site in Walla Walla, WA (no telework) and travel locally to off-site locations, up to 10% of the time.

Preferred:

• Associate's degree or technical or trade school training in information technology, computer support, electronics or a related discipline.
• Field-office, remote-site, desktop, endpoint or walk-up support experience in a federal or enterprise IT environment.
• Experience creating technical procedures, knowledge articles, training materials or end-user guides.
• Experience mentoring junior technicians or leading support process improvements.

Compensation: $30.58 - $44.33 per hour

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