Field Support

Job Id: 798648

Field Support

Client: IA-DOM-DOIT

Duration: 03+ Months

Location: On-site, 1240 26th Ave Ct SW, Cedar Rapids, IA 52404

Job Description:

The Department of Management is seeking a highly skilled Field Service Support Technician.  This role provides the daily, on‑site technical support necessary to sustain the business functions of the Department and ensure continuity of operations.

THIS OPPORTUNITY IS ONGOING - CONTRACT WILL RENEW YEARLY ON 7/1

Note: Travel Requirements  -  Clean driving record over the past 7 years required.

• Mobility: Ability to travel to various sites within the CRSA region of Iowa. ~100 mi at most/ 1.5 hr drive each way; Early orientation may require more travel, should settle out at 25%-30%.    
• Contractor will need to complete DAS application/Car Use Agreement and Fuel Pin - Contractor will use state fleet vehicle for travel.
• Essential Functions and Responsibilities
• Regional Technical Support & Coordination (35%)
• Provide timely, day-to-day technical support for site-specific IT systems and processes.
• Travel within the CRSA region to deliver on-site assistance and meet local operational requirements.  No overnight travel required
• Collaborate with local and remote IT teams to align technological solutions with specific business functions.
• Act as a primary liaison for business units to support local resources containing IT components.
• Endpoint Management & Automation (25%)
• Manage and maintain local computer hardware, including peripherals and specialized site equipment.
• Ensure all systems remain secure and functional through routine firmware patching and security software management.
• Develop or modify automation and scripting to improve site-specific efficiency.
• Maintain comprehensive inventory documentation within the ITSM system. Service Desk Plus, but other tool use is applicable.  SCCM and Zoho Endpoint Central.  Powershell
• Application & Productivity Support (20%)
• Manage desktop productivity suites, ensuring they are accessible and properly patched.
• Maintain a functional understanding of site-specific applications, including installation and ongoing maintenance.
• Document site-specific configurations and share knowledge with the Service Management team.
• Network Infrastructure & Connectivity (10%)
• Install and configure physical networking equipment and media following DOM-DoIT standards. Cisco and Meraki
• Monitor site ICN circuits and external communication circuits to minimize downtime.
• Communicate planned maintenance and outage status to site executives and management.
• Administration & Compliance (10%)
• Track all support activities and vendor-related issues via the DOM-DoIT ITSM system.
• Produce step-by-step technical documentation and weekly status reports for projects and tasks.
• Participate in on-call rotations and team meetings as required. PRN - infrequent
  • Mobility: Ability to travel to various sites within the CRSA region of Iowa. Contractor will need to enter into a car use agreement with DAS.

Requirements

• Availability: Participation in an on-call rotation as necessary to support critical business functions.
• Technical Literacy: Proficiency in ITSM systems, scripting for automation, and network hardware configuration.
• Endpoint Management: Ability to manage, patch, and maintain computer hardware, firmware, and peripherals (printers, scanners, etc.).
• Network Admin: Proficiency in installing & config physical networking equipment and monitoring Wide Area Network or external communication circuits. Hands on installation; providing troubleshooting information to networking and server administrators; MS Teams phone experience may be of value
• Systems Diagnostics: Expertise in troubleshooting day-to-day technical issues for IT-specific systems and integrated components
• ITSM Proficiency: Experience using IT Service Management (ITSM) systems for inventory tracking, ticket management, and knowledge base documentation.