Field Site Administrator - Lowell, MA Area - DOJ EOIR End User Support

JOB TITLE: Field Site Administrator (Senior Deskside Support) - Lowell, MA District

GOVERNMENT AGENCY: DOJ EOIR

POSITION INFORMATION: Full-time

LOCATION: 150 Apollo Drive, Suite 100, Chelmsford, MA 01824; onsite

POSITION TIMING: Position requires candidate to obtain a DOJ Public Trust clearance which can take 4-6 weeks to process and must be complete prior to starting employement

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

Currently, ITC Federal is seeking a motivated, career and customer-oriented Field Site Administrator/Senior Deskside Support Specialist to join our team in Chelmsford, MA. This is an onsite position that also requires regional travel providing technical support to Immigration Courts for the US Department of Justice, Executive Office for Immigration Review. The individual will be responsible for providing IT support for the users at the Lowell court as well as various other court locations in the region. The individual will work closely with other support engineers located at EOIR Headquarters in Falls Church, VA for any issues they are unable to resolve independently. This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US immigration process.

ITC Federal, LLC, (ITC) is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC's mission is to apply earned expertise in DevSecOps, Cloud Computing, Federal Financial Systems, App Dev, and Cyber Security to assist our clients in achieving their mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ITC, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

Provide deskside support to immigration judges and legal support staff to resolve incidents with Microsoft and other COTS products, custom applications, local area network connectivity, and basic functionality with courtroom AV equipment.
• Install and configure hardware to include desktops, laptops, printers, multifunction devices, scanners, servers, and courtroom AV equipment.
• Manage and prioritize incidents and requests from a home location court and multiple satellite courts in the region to ensure that highest priority staff and tickets receive immediate focus and all tickets receive regular follow up until resolved.
• Provide support for setting up new courts, expanding existing courts, and moving courts to new locations.
• Power cycle and provide basic troubleshooting support for network switches and devices, replace defective cabling and simple cabling electronics and components, and install network data drops and associated cabling to patch panels.

• Bachelors degree in an information technology field of study and 7+ years of relevant work experience
• Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
• Demonstrated experience resolving technical issues with:
  • Windows 10/11 workstations
  • Microsoft Office applications
  • Local network and VPN connectivity
  • Printers, scanners, and other connected peripherals
  • Network printers, scanners, and multifunction devices
  • Microsoft Active Directory and DHCP
  • Print servers
  • Video conferencing and AV systems
• Demonstrated experience managing technical issues and tasks with a ticketing system, i.e., ServiceNow, Remedy, etc.
• Demonstrated excellence in written and verbal communication and outstanding customer service skills working with senior and executive level staff
• Ability to travel 10% of work time, typically within one to three hours of home court location. Occasional travel exceeding three hours from home court location may be required.

DESIRED:

• Experience working with Microsoft SCCM, Crestron, VIQ applications, and Cisco VTC equipment

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

• The person in this position must be able to remain in a stationary position 50% of the time. Regular movement around the campus of large immigration courts is required throughout the day to provide hands-on support to customers.
• The person in this position must have the ability to lift and move IT equipment weighing up to 50 pounds.

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.