Field Support Technician - Printer Support

Description

Ready to turn solid desktop support skills into a career in enterprise endpoint engineering? As a Deskside Technician in Boyers, PA, you will take on the issues the Service Desk could not solve remotely and learn secure, mission-grade configuration from the ground up.

QBE is seeking a motivated Field Support Technician (Boyers, PA) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, you will determine root cause and business impact, decide whether to repair, reconfigure, re-image, replace, or escalate, evaluate configurations against the enterprise baseline and STIG requirements, and implement the chosen solution using administrative privileges. You will also assess hardware lifecycle data, coordinate vendor service as the Government's technical liaison, and turn recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN BOYERS, PA WITH UP TO 10% OF TRAVEL INVOLVED.

About QBE, LLC

QBE is a technology and security solutions provider supporting defense and federal customers worldwide. We deliver capabilities where precision, accountability and technical excellence directly support national-level objectives. Our people work in small, embedded teams where their expertise is visible and valued.

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What you will do

• Tier II Troubleshooting: Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or escalate.
• Configuration & Compliance: Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges.
• Workstation Deployment: Determine the appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE).
• Network Connectivity: Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation.
• Printers & MFDs: Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• Resolution Quality: Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in “Resolved - Awaiting Customer Confirmation” status, and document resolutions and configuration decisions for reuse in the knowledge base.
• Hardware Lifecycle: Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, or disposition actions to asset management.
• Knowledge & Security: Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.

Requirements

What you bring
Must have:

• Bachelor's degree and 2 years of related experience (an Associate's degree with 3 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted).
• Must be a U.S. Citizen.
• Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware repair.
• Working knowledge of Windows 10/11 installation and configuration, PC hardware components, peripherals, printers, and basic networking (TCP/IP, Wi-Fi, VPN).
• Familiarity with Active Directory account and computer object concepts, Microsoft 365 applications, and remote support tools.
• Ability to lift and move IT equipment up to 50 pounds and to work at user desks, in equipment rooms, and in classroom settings.
• Strong customer service, communication, and organizational skills, and the ability to follow documented procedures precisely.
• Ability to work assigned shifts from 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation as required.

What makes you stand out

• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Familiarity with MECM/SCCM, Intune, Group Policy, BitLocker, and enterprise imaging tools.
• Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
• Interest in growing into endpoint engineering, systems administration, or cybersecurity roles.

Physical Requirements

• Ability to remain in a stationary position for extended periods while working at a computer.
• Ability to communicate effectively through virtual and in-person meetings.
• Ability to perform duties in an office, remote, or hybrid environment based on program requirements.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position

Equal Opportunity Employer

QBE, LLC is an Equal Opportunity Employer, including of individuals with disabilities and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

QBE is committed to providing reasonable accommodation to qualified individuals with disabilities.

Compensation & Benefits

The projected compensation range for this position is $80,000.00 - $90000.00. There are differentiating factors that can impact a final salary/hourly rate, including, but not limited to, Contract Wage Determination, relevant work experience, skills and competencies that align to the specified role, geographic location (for remote opportunities), education and certifications as well as Federal Government Contract Labor categories. In addition, QBE invests in its employees beyond just compensation. QBE's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, short-term and long-term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.