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IT Support Engineer II

Mission:
This position provides an opportunity to support vital functions for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), supporting programs managing our nation's fundamental foreign person processing services. The USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. Successful candidates will help the USCIS OIT provide information technology expertise and the support services necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products.
ASG employees work closely with USCIS personnel to deliver high end service solutions that allow them to maintain mission continuity. The selected candidates will work with high performance collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh, software integration, and operations support to clients in CONUS and OCONUS locations.
Job Summary:
Provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. Resolve customer affecting technical issues in a timely fashion in order to maintain customer satisfaction. Installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs.
Position Responsibilities:
Deskside Support which includes
Provide on-site support for deployment and security remediation functions
Gather analyze, and report end-user support trends
Provide desktop, application and network application incident resolution
Manage user installation and relocations requests
Asset Inventory Support
Conduct physical inventory of assets
Conduct scheduled and random electronic inventories
Assist in receiving and receipting property
Transfer of property to other organizations
Process computer equipment for excess and disposition
Disposal Preparation Support
Ensure disposal policies and procedures are employed
Ensure every device is wiped/degaussed prior to site removal
Encryption Services
Administer and manage encryption tools application server
Ensure laptops are properly encrypted
Encrypt laptops discovered without encryption
Provide password recovery for encrypted device
Video Conferencing and Audio/Video O&M
Troubleshoot system problems and repairs
Work with support staff for remote troubleshooting and repairs
Assist in setting up presentation devices and Video Conference units
Set up, ensure functionality, be available during events and shut down video conferences
Local On-Site Cabling
Restart wiring closet cabling electronics including switches or other network devices
Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades
Overseas Site Support (Depends on Position)
Wireless Services
Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support
Service Center Services
Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
Provide remote support services for telework/home users
Support pre/post application releases
Account Management Services
Hardware Incident Resolution
Identify and resolve hardware incidents and service requests of a consumable part
Qualifications:
Mandatory:
US Citizen
High School Diploma or equivalent
Minimum 2-3 years of experience troubleshooting software and hardware in a customer service role
Certification in UNIX and Microsoft Operating Systems or 3 years of experience troubleshooting, installing, and configuring UNIX and MS systems
6+ months of experience troubleshooting OS X
High degree of technical proficiency
Excellent problem solving skills and analytical abilities
Desired:
Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation
Familiarity with CLAIMS 3 (C3) system
CompTIA Network+ or A+
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.

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