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.
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
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
Experience with trouble ticket tracking systems such as Microsoft System Center Service Manager or ServiceNow
Pay Range:Pay Range $36,400.00 - $56,000.00 - $75,600.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.