Salient CRGT

Field Technician 1

Desktop Support in Los Angeles, CA

Posted 2019-09-11

Job Description
The Field Engineer candidate will provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The Field Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. The Field Engineer will have the ability to make replacement cables from raw cable and RJ-45 connectors. 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 Field 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

Mandatory Qualifications
US Citizen
High School Diploma (or equivalent)
Minimum 1 year total experience to include:
Experience troubleshooting software and hardware in a customer service roles
High degree of technical proficiency
Excellent problem solving skills and analytical abilities
Desired Qualifications
Certification in UNIX and Microsoft Operating Systems
CompTIA Networking +
CompTIA A+
Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
Minimum 1 year total experience to include:
Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation
Familiarity with CLAIMS 3 (C3) system

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Company summary

Salient CRGT (SCRGT) is a leading technology company providing health, data analytics, cloud, agile software development, mobility, cyber security, and infrastructure solutions. We support these core capabilities with full lifecycle IT services and training—to help our customers meet critical goals for pivotal missions. We are purpose-built for IT transformation supporting federal civilian, defense, homeland, and intelligence agencies, as well as Fortune 1000 companies.

Interview process

Salient CRGT is dedicated to providing you with a competitive, cost-effective, and comprehensive benefits package. Your benefit offerings are designed to provide you and your family with benefit solutions that help you stay healthy, feel secure, and maintain a work/life balance.We provide new dynamism and innovative thinking to address their opportunities and challenges through:

Greater technical experience and broader resources
Precise alignment with mission requirements
Faster time to impact
Collaborative approach
Robust quality management program
Multiple federal contract vehicles

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