The posting
The Field Office Technician, Junior provides frontline, on-site technical support for personal computer hardware, software, peripherals, and related end-user technology in a federal IT environment. The role responds to routine user requests, diagnoses common technical issues, performs basic equipment setup and repair activities, and helps ensure field-office users can effectively access and use assigned technology.
Working under the direction of a computer support supervisor, the Field Office Technician, Junior documents incidents and resolutions, escalates issues that require advanced support, and collaborates with team members to maintain responsive, customer-focused IT services. The position applies established procedures, develops working knowledge of assigned technologies, and supports continuous improvement of field-office support operations.
Key Responsibilities
- Install, configure, modify, and repair basic personal computer hardware, software, peripheral equipment, operating systems, cables, and related end-user technology in accordance with approved specifications and solutions documentation.
- Provide on-site technical support to field-office users through telephone, email, and in-person interaction; respond promptly to routine hardware, software, peripheral, and system-operation requests.
- Diagnose common hardware, software, operating system, peripheral, and user-related problems; recommend or perform appropriate remedial actions using established diagnostic techniques and procedures.
- Set up equipment for employee use, including installation of required cables, operating systems, software, and other approved technology components.
- Maintain accurate records of support requests, data communication transactions, installation activities, technical issues, and actions taken to resolve them.
- Escalate unresolved, complex, or vendor-related hardware and software issues to the appropriate technician, support tier, supervisor, or external vendor.
- Collaborate with IT support team members to resolve user issues, share knowledge, and identify opportunities to improve field-office support processes and customer service.
- Maintain current working knowledge of assigned hardware, software, personal computer technologies, and support procedures to apply new knowledge effectively in daily operations.
Required Qualifications
- High school diploma or equivalent.
- Zero to two years of technical support, computer support, help desk, desktop support, or related information technology experience.
- Working knowledge of personal computers, common peripheral devices, and assigned hardware and software products.
- Ability to follow established installation, configuration, troubleshooting, documentation, and escalation procedures.
- Ability to communicate technical information clearly and professionally through written, verbal, and active-listening skills.
- Demonstrated customer-service skills, including the ability to assess user needs, respond professionally, and support timely issue resolution.
- U.S. citizenship and the ability to obtain and maintain a Secret security clearance.
- Ability to travel locally or regionally as required, up to less than 10 percent of the time.
- Security + certification
Preferred Qualifications
- Technical or trade school training in information technology, computer support, electronics, or a related technical discipline.
- Experience providing desktop, endpoint, help desk, walk-up, or field-office technical support in a federal or enterprise IT environment.
- Familiarity with Microsoft Windows, Microsoft 365 applications, basic device configuration, and peripheral troubleshooting.
- Experience documenting incidents, service requests, technical resolutions, equipment installations, or support activities in a ticketing or knowledge-management system.
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
