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Field Support Technician I NC52585325 - Washington, DC

Washington, DC, US
Job Description The HQ Support Technician will serve as part of a large distributed team providing IT support for USCG headquarters and serving as an extension of a large centralized service desk supporting a wide range of technical issues to include computer, network, server, VTC and security support. Candidate will serve as the face of our company to our customer and will monitor Remedy queues insuring that all incidents, problems and requests are promptly resolved and/or escalated and meet all SLAs defined as part of this effort.

Key Tasks and Responsibilities
-Utilize Remedy to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers and network equipment.
-Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS and DHCP.
-Troubleshoot laptop, desktop, peripheral and server hardware problems and coordinate maintenance with vendors as required.
-Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users.
-Configure and troubleshoot iOS and Android mobile devices.
-Monitor, troubleshoot and repair basic network problems to include the management of internal office cabling.
-Test locally approved hardware for compatibility and usability with customer gold images and other baselines.
-Support information assurance (IA) staff in creating and maintaining certification and accreditation (C&A) packages.
-Install, repair and configure computer equipment and peripherals.
-Maintain and update disaster recovery procedures.
-Assist in performing configuration and security compliance scans to include remediation of findings.
-Provide conference room support to include remote access, desktop and application support.
-Receive, unpack and barcode IT equipment.
-Conduct physical inventories of all equipment within HQ support staff’s area of responsibility (AOR).
-Maintain and inventory sufficient spare equipment to be able to respond quickly to outages or surges.
-Securely process and prepare excess equipment for disposal.
-Travel to sites in close proximity to assigned location may be required.
Required Skills -High School Diploma plus 1 to 4 years of relevant experience required -Also required: DoD Secret Clearance - Interim acceptable -Must have one or more of the following Certifications: Security+, Network + and/or A+ -Excellent oral and written communication skills required
Employment Type Full time
Career Level Mid Career
Job ID 52585325
Company Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. federal civilian agencies, the intelligence community, the Government of Canada, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
Functional AreaIT Infrastructure
DepartmentSerco’s Federal Services business unit provides services in the areas of business processing, case management, intelligence, logistics, personnel readiness, acquisition and program management, modelling, and simulation and training to Defense and Federal Civilian agencies. We understand the often complex regulatory and security requirements of executing government programs and we stand up programs quickly, assembling and training highly qualified teams, and delivering to well-defined service level metrics.
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