Field Operations Support

The Enterprise & Cyber Solutions Operation is hiring a Fields Operations Engineer to support the National Air and Space Intelligence Center at Wright-Patterson Air Force Base, Ohio. An active TS/SCI is required; all work is onsite.

Primary Responsibilities

• Provide Defense Logistics Agency Disposition Services (DLADS) and Factory support during core business hours

• Provide Level II Service Desk support

• Provide support to resolve service requests tickets for new installation or desktop configurations within defined service level expectations.

• Execute computer recapitalizations as needed to include imaging and the removal/disposition of old computer.

• Work closely with Hardware Technician (Desktop) support, Equipment Control Office (ECO), Property Custodians (NPC), and Logistics to schedule equipment pickup

• Receive, sanitize, and prepare IT equipment for pickup; IT equipment includes, but not limited to, desktops, laptops, mobile phones, servers, peripherals, printers, scanners, and multi-function devices

• Provide support for single function printers, multifunction printers, plotters, 3D printers, and flatbed scanners during the core work hours and on-call support for non-core hours

• Diagnose and resolve printer/scanner/MFG requests/problems in a customer service oriented, team environment

• Resolve printer trouble tickets within defined service level expectations

• Image desktop computers to include but not limited to Dell and HP models as well as various Mobile Devices such as laptops

• Equipment to be installed and maintained includes but is not limited to Dell and HP Windows/Linux desktop computers (to include other AFWAY desktops and workstations), and various Linux workstations (to include Red Hat Enterprise Linux)

• Maintain supply of hardware and peripherals for break fix and warranty trouble tickets

• Complete sanitization and disposition forms

• Utilize the trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) to track all requests for installation and disposition services

• Provide warranty support for printers, laptops, and desktops

• Resolve assigned tickets using Standard Operating Procedures (SOP’s)

• Adhere to and follow all safety guidelines to include use, storage, and proper maintenance of all tools

• Use existing processes and tools to sanitize and prepare multiple types of equipment for pickup

• Image/Install/maintain/repair/remove workstations and peripherals

• Provide computer inventory and accountability support in accordance with customer prescribed practices with minimal supervision

• Maintain list of tools and toolboxes associated with this functional area

• Work incident and service requests received and use best OEM practices to troubleshoot and repair defective devices

• Install and move workstations and peripherals in accordance with customer guidelines

• Maintain inventory of needed equipment to include hard drives, printers, toner etc.

• Receive, test, and return to Governmental bench stock all vendor repairs and warranty items

• Ensure replacement computers are operational upon installation to the customer including all software

• Communicate with the customer to ensure they retain all functionality upon receiving a new computer or printer

• Provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

Basic Qualifications

• Active TS/SCI clearance

• Information Assurance Technical (IAT) Level II (e.g., Security+) certification

• High school Diploma or General Equivalency Diploma (GED) with at least 4 years of work experience

• Excellent communication skills and demonstrated ability to resolve all situations in a professional manner

• 3 - 5 years experience providing IT support for desktop computer equipment and peripherals

Preferred Qualifications

• Experience with trouble ticket tracking systems such as Microsoft System Center Service Manager or ServiceNow

COMET