Field Support Administrator #1089215

Job Description:

NDi is seeking Field Support Administrators to support the Executive Office of Immigration Review (EOIR) at various court locations in the US. The Administrators will be responsible for providing IT support for the users at various court locations within a given region. The Administrators will work closely with other Support Administrators at EOIR Headquarters in Falls Church, VA for any issues they cannot resolve independently.

Note: These positions are contingent upon contract award.

Candidates must reside within 50 miles of the following locations: Annandale, VA; Atlanta, GA; Chicago, IL; Dallas, TX; Denver, CO; Houston, TX; Los Angeles, CA; Phoenix, AZ ; Sacramento, CA; San Antonio, TX; San Diego, CA; San Francisco, CA; Seattle, WA.

Requirements:

• U.S. citizenship is required
• Candidate must be able to obtain Public Trust clearance

• Ability to work flexible hours, including weekends and holidays. Must be available to meet core support requirements, Monday - Friday, 8am to 5pm EST; Saturday/Sunday and Holidays, 8am to 5pm EST, with coordinated emergency after-hour support required.

• This position is onsite at an assigned location, with 50% Travel Required.
• Candidate must be located within 50 mile radius of assigned location region

Qualifications and Experience:

• Bachelor's degree in computer science or related field.
• 8 years of related experience is required.
• Previous experience in IT support, field support, and customer service.
• Strong knowledge of application support and IT systems.
• Excellent communication and problem-solving skills.
• Familiarity with ServiceNow or similar ticketing systems.
• Proven ability to manage and prioritize tasks effectively.
• In-depth knowledge of Windows 10 Operating System.
• Experience in imaging desktops / laptops.
• Experience in troubleshooting VPN connectivity.
• Experience in providing support for Office 2016 / O365 applications.
• Experience in troubleshooting cabling issues and with the installation of data drops and running their associated cabling to the patch panel.
• Experience with DHCP, Print Servers, Active Directory 2008/2012
• Experience with Server hardware to assist with the replacement of defective parts.
• Experience in supporting peripheral devices including printers and mini switches.
• Experience with SCCM is a plus.
• Experience with Crestron, VIQ applications, and Cisco VTC equipment is a plus.

Responsibilities:

• Responsible for delivering comprehensive customer IT support, ensuring the creation of tickets for each interaction, responding promptly to user inquiries to include in-person, desk-side, remote control, chat, phone, etc. and resolving tickets within the specified SLA timeframe.
• Responsible for researching, recommending, imaging, testing, setting up, and deploying end-user devices, including desktops, laptops, tablets, smartphones, and peripherals.
• Support, install, research, assess, recommend, and perform maintenance on end-user devices, along with printer maintenance and replacement tasks.
• Install, replace, maintain, troubleshoot and support backend systems, to include servers, routers, switches, blades, firewalls, cabling, etc.
• Provide specialized application support for all current and future EOIR applications.
• Provide technical support for virtual conferences, trainings, and large meetings, including installation, operation, maintenance, and setup of presentation devices, video conference units, and audio/video equipment. You will ensure their functionality, provide support during events, and be responsible for shutting down video conferences as needed.
• Provide technical assistance to other support staff for remote troubleshooting and repairs.
• Perform research, development, and implementation of ad-hoc tasks.
• Support and conduct asset inventory functions, including electronic and physical inventory of assets.
• Provide early warning communication of potential issues before they impact users.
• Ensuring rapid response to real or potential network system faults, to include mass communications to user base.
• Confirm auto close of all tickets after 72 business hour resolved moratorium.
• Contribute to the creation and updating of knowledge articles
• Mentor and train junior support team members.
• Develop and maintain customer documentation to reflect the best use of systems by novice and expert customers.
• Establish effective written procedures and control systems to ensure that ongoing tasks, unresolved problems, and general issues of concern are properly handed off to other contractor staff from shift-to-shift.
• Support rapid hardware replacement as required.
• Support court moves, expansions, openings, and closings.
• Provide project deployment support.
• Manage shipping of equipment.
• Support disposal of inoperable or excess equipment in accordance with the Government's procedures to include maintaining accurate asset records for every item.
• Provide weekend and after-hours support, when required to support core requirements for EOIR/OIT.

NDi Benefits:

Network Designs, Inc. is committed to attracting and retaining top talent by offering competitive benefits and salary packages. Our benefits package includes comprehensive health, dental, and vision insurance, 401(k) matching, and paid time off. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.