IT Support Engineer

Abacus Solutions Group Dallas , TX 75201

Posted 2 months ago


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 (IT), 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 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 includes

  • Provide on-site support for deployment and security remediation functions

  • Gather analyze, and report end-user support trends

  • Provide desktop, application and network application incident resolution

  • Manage user installation and relocations requests

  • Asset 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

  • Disposal Preparation Support

  • Ensure disposal policies and procedures are employed

  • Ensure every device is wiped/degaussed prior to site removal

  • Encryption Services

  • Administer and manage encryption tools application server

  • Ensure laptops are properly encrypted

  • Encrypt laptops discovered without encryption

  • Provide password recovery for encrypted device

  • Video 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

  • Local 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

  • Overseas Site Support (Depends on Position)

  • Wireless Services

  • Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets

  • Provide Tier 1 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support

  • Service Center Services

  • Ensure IT services are rendered/tested for telework users using VPN and CITRIX services

  • Provide remote support services for telework/home users

  • Support pre/post application releases

  • Account Management Services

  • Hardware Incident Resolution

  • Identify and resolve hardware incidents and service requests of a consumable part



  • US Citizen

  • Associates Degree (for Designated Lead/Supervisor) or High School Diploma or equivalent

  • Minimum 3-5 years experience troubleshooting software and hardware in a customer service role

  • Certification in Microsoft Operating Systems or 5 years relevant experience troubleshooting installing and configuring MS systems.

  • 6+ months in troubleshooting OS X

  • High degree of technical proficiency

  • Excellent problem solving skills and analytical abilities


  • Experienced with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation request

  • CompTIA 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 other protected characteristic. The EEO is the Law poster is available here.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
IT Support Engineer

Two95 International Inc.

Posted 6 days ago

VIEW JOBS 10/15/2019 12:00:00 AM 2020-01-13T00:00 <p><strong>Title : IT Support Engineer</strong></p><p><strong>Location: Dallas, TX</strong></p><p><strong>Duration: Full Time Position </strong></p><p><strong>Requirements</strong></p><p><strong>Roles &amp; Responsibilities:</strong></p><p></p> <p>Email Management experience on platforms like GSuite, Outlook Exchange.</p> <p>Provide support on Microsoft Operating System including migrations, installations, upgrades and troubleshooting etc.</p> <p>Provide support for Linux and Mac Operating system - installation and basic troubleshooting skills.</p> <p>Troubleshooting on email clients i.e. MS outlook, google apps sync etc.</p> <p>Hardware troubleshooting skills in desktop, laptop, printers etc.</p> <p>Troubleshooting on Wi-Fi networks related issues on both laptops and mobile phones. </p> <p>Troubleshoot issues like anti-virus, windows patches, applications, operating systems etc. </p> <p>Manage and fix the issues for people in regional/HUB offices and remotely for the people on the field. </p> <p>Knowledge and experience on managing Audio Video Conferencing solutions.</p> <p>Work on tickets and Manage them and keep track of them in line with defined SLAs</p> <p>Strong understanding and experience in Inventory Management of IT Assets including and not limited to track warranty and timely support</p><p><br></p> <p><strong>Technical Skills</strong></p><p></p> <p></p> <p>Experience in Email Management tools like GSuite, Office365, Microsoft Exchange.</p> <p>Good experience in supporting IT Operations for End User Support &amp; Infrastructure Support.</p> <p>Exposure to users’ identity management in AD, basics of file server, Group Policies and Active Directory.</p> <p>Knowledge of any Helpdesk Ticketing/call monitoring system</p> <p>Strong hands on experience with MS Office and other similar tools for documentation, data entry, analysis and reporting.</p> <p>Good customer and stakeholder management skills. </p> <p>Good understanding and hands on experience of any ITSM.</p><p><br></p> <p><strong>Preferred Experience &amp; Qualifications</strong></p><p></p> <p></p> <p>Graduate in Information science or Computer Science or any other equivalent IT Qualification.</p> <p>Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus</p> <p>4-7 years of total IT experience.</p> <p>Strong Problem Solving, Documentation, Communication and Coordination skills. </p> <p>Taking ownership of customer issues reported and seeing problems through to resolution</p> <p>Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues</p> <p>Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams</p> <p>Creating purchase requisitions for IT hardware/software </p> <p>Ensuring all software purchased licensing is recorded and maintained </p> <p>Assist with IT Assets Allocation and De-allocation (FnF Process) and maintains the complete inventory</p> <p>Undertake small to medium-sized IT projects as instructed by the IT Manager </p> <p>Provide desktop and network support</p> Two95 International Inc. Dallas TX

IT Support Engineer

Abacus Solutions Group