• ASG
  • $47,660.00 -70,390.00/year*
  • Honolulu, HI
  • Information Technology
  • Full-Time
  • 1246 Kona St

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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. 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 at remote locations 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 satisfaction. Installs, troubleshoots and maintains an extensive variety of products and equipment. 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.
Position Responsibilities:
*Deskside Support which includes
oProvide on-site support for deployment and security remediation functions
oGather analyze, and report end-user support trends
oProvide desktop, application and network application incident resolution
oManage user installation and relocations requests
oAsset 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
oDisposal Preparation Support
Ensure disposal policies and procedures are employed
Ensure every device is wiped/degaussed prior to site removal
oEncryption Services
Administer and manage encryption tools application server
Ensure laptops are properly encrypted
Encrypt laptops discovered without encryption
Provide password recovery for encrypted device
oVideo 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
oLocal 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
oOverseas Site Support (Depends on Position)
*Wireless Services
oAssist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
oProvide 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
oEnsure IT services are rendered/tested for telework users using VPN and CITRIX services
oProvide remote support services for telework/home users
oSupport pre/post application releases
*Account Management Services
*Hardware Incident Resolution
oIdentify and resolve hardware incidents and service requests of a consumable part
Qualifications:
Mandatory:
*US Citizen
*High School Diploma or equivalent
*Minimum 2-3 years of experience troubleshooting software and hardware in a customer service role
*Certification in UNIX and Microsoft Operating Systems or 3 years of experience troubleshooting, installing, and configuring UNIX and MS systems
*6+ months of experience troubleshooting OS X
*High degree of technical proficiency
*Excellent problem solving skills and analytical abilities
Desired:
*Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation
*Familiarity with CLAIMS 3 (C3) system
*CompTIA Network+ or A+
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 other protected characteristic. The EEO is the Law poster is available here.VEVRAA Federal ContractorWe Request Priority Protected Veteran and Disabled Referrals for all of our locations
Associated topics: client support, customer support, edi, help desk, information technology help desk, information technology support, msword, support, technical support, troubleshoot

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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