Field Support Technician - Onsite Anchor

Qbe Llc; Andover (MA); Sur place; USD 80 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Paid Time Off

Retirement benefits

Résumé du poste

QBE, LLC seeks a Field Support Technician - Onsite Anchor to act as the on-site IT decision-maker for regional and field locations. You will analyze escalated issues involving desktops, printers, mobile devices, and connectivity to determine root cause and the appropriate resolution without on-site supervision.

This salaried, exempt role requires independence, strong customer service, and the ability to coordinate with remote teams.

Qualifications

• Bachelor’s degree or equivalent experience required.
• U.S. Citizen with Active Secret Clearance.
• DoD 8570/8140 IAT Level I baseline certification.

Responsabilités

• Serve as on-site IT decision-maker for regional locations and analyze incidents to determine root cause.
• Coordinate with remote Tier II/III, engineering, or vendors to resolve issues while owning outcome.
• Determine deployment/refresh for site workstations and ensure STIG-compliant images.
• Assess printers, VoIP, VTC, and conference room equipment and coordinate resolutions.
• Evaluate mobile device onboarding and MDM deployment and provide user guidance.
• Analyze site asset records, identify discrepancies, and recommend asset lifecycle actions.
• Verify resolutions before closing tickets and document site procedures for reuse.
• Assess site health, security posture, and report findings to remote teams.

Connaissances

Desktop support

Independent judgment

Customer service

Remote coordination

Windows 10/11

Travel readiness

Formation

Bachelor’s degree

Associate’s degree in related field

Outils

ServiceNow

Intune

MECM/SCCM

BitLocker

Imaging tools

Description du poste

Description

At a regional field site, there is no help desk down the hall. When a workstation fails, a printer goes down, or a conference room will not connect, you are the person everyone turns to. As the Onsite Anchor, you will be IT's face, hands, and judgment on the ground.

QBE is seeking a motivated Field Support Technician - Onsite Anchor to serve as the on‑site IT decision‑maker for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. Operating without on‑site supervision, you will analyze escalated issues involving end‑user computing, printers, mobile devices, and communications equipment to determine root cause and the appropriate resolution approach; decide when remote Tier II/III, engineering, or vendor involvement is required; determine the deployment and refresh approach for site workstations; and analyze site asset records to recommend lifecycle actions. The role requires travel within the assigned region, sound independent judgment, and the ability to represent IT to site leadership. This is a salaried, FLSA‑exempt position in which 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.

If you enjoy owning the outcome, thrive on variety, and like being the one who makes things work when no one else is around, this role was built for you.

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.

#qf

#qg

THIS IS AN ONSITE ROLE IN ANDOVER, MA WITH UP TO 25% OF TRAVEL INVOLVED.

What you will do

• On‑Site Decision‑Maker: Serve as the on‑site IT decision‑maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on‑site supervision.
• Resolution Ownership: Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.
• Workstation Deployment: Determine the deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG‑compliant images and provisioning tools.
• Printers, Voice & Conference Rooms: Assess printer, multi‑function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.
• Mobile Devices: Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
• Asset Accountability: Analyze site asset records and physical inventory results, identify discrepancies and their likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.
• 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 site‑specific procedures for reuse.
• Site Health & Security: Assess site conditions, recurring issues, and security posture; apply secure configuration practices and vulnerability remediation as directed; and report findings and recommendations to remote Tier II/III teams and supervisors.

Requirements

What you bring

Must have

• Bachelor’s degree and 1 year of related experience (an Associate’s degree with 2 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 Secret Clearance (favorably adjudicated T3/T3R) 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 installation.
• Working knowledge of Windows 10/11, PC hardware, peripherals, printers, mobile devices, and basic networking (TCP/​IP, Wi‑Fi, VPN, cabling).
• Ability to work independently at remote sites with minimal on‑site supervision while coordinating with remote teams by phone, chat, and ticket.
• Valid driver’s license and ability to travel within the assigned region (up to 25% of the time) with pre‑approved travel; occasional overnight travel.
• Ability to lift and move IT equipment up to 50 pounds, work in equipment closets and under desks, and use ladders as needed.
• Strong customer service, communication, and organizational skills.

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, BitLocker, and enterprise imaging tools.
• Familiarity with VoIP phones, VTC endpoints, and structured cabling.
• Interest in growing into desktop engineering, telecommunications, or systems administration 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 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 - $90,000.00. 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.