IT Support Engineer II - Sacramento, CA

Company: ASG
Location: Sacramento
Posted on: December 5, 2019

Job Description:

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 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 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 satisfactions. Install, troubleshoot and maintain an extensive variety of products and equipment. Train employees, identify, analyze, and repair product failures, order and replace parts as needed. Determine and recommend which products or services best fit the customers' needs.Position Responsibilities:Deskside Support which includesProvide on-site support for deployment and security remediation functionsGather analyze, and report end-user support trendsProvide desktop, application and network application incident resolutionManage user installation and relocations requestsAsset Inventory SupportConduct physical inventory of assetsConduct scheduled and random electronic inventoriesAssist in receiving and receipting propertyTransfer of property to other organizationsProcess computer equipment for excess and dispositionDisposal Preparation SupportEnsure disposal policies and procedures are employedEnsure every device is wiped/degaussed prior to site removalEncryption ServicesAdminister and manage encryption tools application serverEnsure laptops are properly encryptedEncrypt laptops discovered without encryptionProvide password recovery for encrypted deviceVideo Conferencing and Audio/Video O&MTroubleshoot system problems and repairsWork with support staff for remote troubleshooting and repairsAssist in setting up presentation devices and Video Conference unitsSet up, ensure functionality, be available during events and shut down video conferencesLocal On-Site CablingRestart wiring closet cabling electronics including switches or other network devicesReplace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch bladesOverseas Site Support (Depends on Position)Wireless ServicesAssist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support ticketsProvide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping supportService Center ServicesEnsure IT services are rendered/tested for telework users using VPN and CITRIX servicesProvide remote support services for telework/home usersSupport pre/post application releasesAccount Management ServicesHardware Incident ResolutionIdentify and resolve hardware incidents and service requests of a consumable partQualifications:Mandatory:US CitizenAssociates Degree (for Designated Lead/Supervisor) or High School Diploma or equivalentMinimum 3-5 years experience troubleshooting software and hardware in a customer service roleCertification in Microsoft Operating Systems or 5 years relevant experience troubleshooting installing and configuring MS systems.6+ months in troubleshooting OS XHigh degree of technical proficiencyExcellent problem solving skills and analytical abilitiesDesired:Experienced with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation requestCompTIA A+ and Network+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 otherprotected characteristic. The EEO is the Law poster is availablehere.VEVRAA Federal ContractorWe Request Priority Protected Veteran and Disabled Referrals for all of our locations

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