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Responsible for providing comprehensive on-site technical support and customer service leadership at CASTLE-NET program field offices. Functions as both a technical expert and customer service leader, deploying field locations to conduct IT infrastructure assessments, end-user device wellness checks, and field office service excellence initiatives. Conducts network performance evaluations, manages conference room equipment support, and ensures strict compliance with USACE IT policies. Oversees field technician team coordination, mentors junior staff, and serves as the primary liaison for customer satisfaction and service delivery. Analyzes performance results and recommends strategic improvements affecting project growth, while maintaining exceptional customer relationships and technical expertise across multiple field office assignments.

Position Classification Summary

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. Possesses and applies comprehensive knowledge across key tasks and high-impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

Key Responsibilities

+ Deploy to CASTLE-NET field offices for on-site technical support, advanced troubleshooting, and customer service leadership

+ Conduct comprehensive IT infrastructure assessments and end-user device wellness checks at field locations

+ Evaluate network performance, identify bottlenecks, and implement optimization recommendations

+ Provide advanced technical support for complex end-user device issues (desktops, laptops, peripherals, specialized equipment)

+ Troubleshoot advanced hardware and software problems requiring in-depth technical analysis and solutions

+ Check, support, and optimize conference room equipment functionality and connectivity

+ Document technical findings and create detailed IT issue tickets with recommended solutions for remote resolution

+ Ensure strict compliance with USACE IT policies, security requirements, and operational standards

+ Assist with IT equipment disposal training and environmental compliance initiatives

+ Lead field office technical support initiatives, coordinate technician activities, and mentor junior team members

+ Maintain comprehensive equipment inventory, asset documentation, and service records

+ Evaluate field office performance results and recommend major strategic changes affecting project growth and success

+ Serve as customer service leader ensuring technical excellence, customer satisfaction, and professional service delivery

+ Function as technical expert across multiple field office assignments and complex technical scenarios

+ Coordinate with IT leadership, remote support teams, and management on service improvement opportunities and initiatives

+ Conduct on-site customer training on technical best practices, equipment maintenance, and IT security

+ Facilitate communication between field offices and IT operations to resolve escalated issues

+ Develop and implement field office service improvement processes and best practices documentation

Required Qualifications

+ Bachelor's degree (or equivalent work experience) in Information Technology, Computer Science, or related field

+ 8+ years of experience in IT field support, user support, or technical support roles

+ Minimum 3+ years of experience in a customer service leadership or supervisory capacity

+ Excellent technical knowledge of hardware, software, networking, and troubleshooting methodologies

+ Advanced experience with IT equipment setup, maintenance, configuration, and optimization

+ Excellent problem-solving, analytical, and critical thinking skills

+ Excellent communication, interpersonal, and customer relationship skills

+ Demonstrated ability to manage multiple technical and customer service tasks effectively

+ Proficiency in remote support tools, ticketing systems, and field service management platforms

+ Willingness to travel to CASTLE-NET field office locations as required for on-site support

+ Experience managing technical operations, coordinating field technician teams, and overseeing service delivery

+ Ability to analyze field office performance results and recommend strategic improvements

+ Strong technical expertise across multiple complex project assignments and scenarios

+ Proven customer service leadership experience with demonstrated focus on satisfaction and retention

+ Ability to train, mentor, and develop junior technicians and support staff

+ Familiarity with USACE IT environment, policies, and federal contracting requirements

Job-Specific Skills

The following high-value technical and leadership skills are critical to success in this position:

Advanced Hardware & Software Troubleshooting & Problem Resolution, Technical Leadership & Team Mentoring, Customer Service Excellence & Satisfaction Management, Field Office Operations Management & Coordination, Network Performance Evaluation & Optimization, Emotional Intelligence & Customer Relationship Management, Conflict Resolution & Escalation Management, IT Equipment Setup, Maintenance & Asset Management, Ticketing System Management & Issue Documentation, Communication & Stakeholder Management, Performance Analysis & Strategic Recommendation Development, Team Collaboration & Cross-Functional Coordination

Preferred Skills

The following additional skills and certifications would enhance performance in this role:

CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Certification, Customer Service Excellence Certification or Training, Technical Leadership or Supervisor Certification, Advanced Remote Support Tools & Platforms Expertise, Network Diagnostic Tools & Analytical Software Proficiency, Federal IT Policy & USACE Compliance Knowledge, Experience with Multiple Operating Systems & Platforms, Customer Relationship Management (CRM) System Expertise, Field Service Management Tools & Ticketing System Mastery, Project Coordination & Process Improvement Experience, Emotional Intelligence Development Training, Agile or Lean Service Delivery Methodology Knowledge

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.