VariQ is in search of a Field Support Lead
to track hardware and software versions and ensure fielded systems meet minimum operational requirements for a very large Government program with a wide range of applications and technologies deployed to assist Federal employees in the field.Additional Information:
- Location: Ashburn, VA with some travel outside of the Washington, DC area
- Salary: Dependent upon experience
- Security Clearance: An existing Public Trust or other agency clearance (e.g. DoD)
- Availability: upon award, currently in the proposal stage
- Lead an established nationwide network of certified, BI cleared field maintenance technicians to provide a rapid response for onsite support for corrective maintenance of all devices that are on the network.
- Provide technical guidance for site-related activities including installation, deployment, and operations of Government systems. Manage and/or perform site tasks, such as, completing site surveys, overseeing site construction activities, coordinating with stakeholders, managing schedules, providing logistics support, and conducting maintenance activities. Provide, maintain, and update site and system documentation.
- Oversee all required engineering support services to ensure continued operation of all existing, and any future, deployed systems. Maintain all available middleware, software, and firmware running on all systems at field sites.
- Interface with the Help Desk to accept the trouble ticket, report the status, and provide resolution findings back to the Government. Once corrective action is identified, resolve the outage, either remotely or by dispatching a field maintenance technician.
- Oversee on-site support in response to Help Desk Tier II and/or Tier III issues. Tier II support requires qualified technical professionals with the ability to effectively troubleshoot, diagnose, and correct or resolve the hardware/software problem, via the Tier II helpdesk. This support shall be either telephonic with the Government site or exercised by dispatching a Tier II-qualified field maintenance technician to the site. Tier III support requires a qualified technical professional subject matter expert (SME) who can lend hardware/software expertise to the Tier II technician.
- Deploy existing and approved operational area systems based on the specific logistics, operations, and infrastructure of the location. Multiple scenarios were developed and deployed based on space availability, infrastructure, and facilities to accommodate the equipment and mission requirements.
- Monitor deployed production systems and develop a status report that includes example crossings, a technical write-up of specifications, and charts/graphs to show that the device/system is meeting Government requirements and SLAs.
- Develop and deliver an Integrated Logistics Support Plan (ILSP), in accordance with DHS Directive 102-01-001, which outlines the necessary logistics support for all deployed systems. The ILSP shall identify the necessary logistics support to ensure that all work is done in the most efficient manner.
- Develop a System Maintenance Plan detailing the policies and procedures for scheduled, preventive, corrective, and emergency maintenance response, including quality control measures and verification standards for Government acceptance of completed maintenance.
Education and Certifications:
- Knowledge of field maintenance procedures for IT and other equipment such as cameras and RFID readers
- Knowledge of industry/Government best practices
- U.S. Citizenship
- Ability to pass a CBP Full Background Investigation
- Bachelor's degree in a relevant field
- An existing Public Trust or other agency clearance (e.g. DoD)
PHYSICAL DEMANDS AND WORK ENVIRONMENT
- This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.
- While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
- All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
VariQ is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected class. We consider diversity and inclusiveness to be core to our culture, and central to our commitment to fostering an empowering and supportive workplace.