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, and the successful candidates will help the USCIS OIT provide information technology (IT), 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:
The IT Support Engineer candidate will provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The IT Support Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. 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.

The following are principal duties of the IT Support Engineer:

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 1 year experience troubleshooting software and hardware in a customer service roles
High degree of technical proficiency
Excellent problem solving skills and analytical abilities

Desired:

Certification in UNIX and Microsoft Operating Systems
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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