PLEASE NOTE :

This position is a Tuesday - Saturday or Monday - Friday position, alternating on a weekly basis.

REQUIREMENTS :

Perform all administrative tasks on time. Respond to all dispatched calls in a timely fashion and other responsibilities as outlined below :

The primary responsibilities of this position are in support of customer facing IT solutions for the Pennsylvania DOT (PennDOT), state and local law enforcement operations, the TSA related (CAT & USCIS) operations, as well as any state / federal DOJ operations as needed.

You will join an established team in the Northeast who maintain our similar product lines, however this role will also include occasional responsibilities in New York and Ohio.

You will be involved in both existing as well as new and renewed contracts, assisting with the deployment and maintenance activities, establishing yourself into a support role that will leave you securely employed for years to come as one of our subject matter experts in our Pennsylvania and Delaware operations.

Support the day-to-day field service and repairs operation to maintain compliance to the Customer(s)’ contractual SLA requirements.

Responsible for overseeing the maintenance and repair of field equipment including computers, cameras, printers, UPS, signature pads, scanners and fingerprint capture devices, and ensuring that company assets are tracked and safeguarded.

To fulfill this position, you must be a US citizen without dual citizenship.

In applying for this position, you will be subjected to multiple state and federal background checks. If you have any prior or current criminal history, or if you have current credit issues please do not apply as you will be ineligible for this position.

Essential Job Functions (includes but is not limited to) :

This role will require travel within the Mid-Atlantic area and at times will require overnights to complete a task. If there are no scheduled activities from the day prior, you will start from your residence awaiting service calls or assignments based on management or customer requests.

You will be assigned to a supervisor who oversees the project you will be supporting. You will be compensated for overtime that falls outside of business hours.

You will be part of a compensated rotating on-call schedule that at times will be responsible for responding on nights and weekends, or times outside of your normal work schedule.

• Act as liaison between the IDEMIA operations team and the Customer(s)’ operational personnel; Provide / manage hardware and software support and maintenance;
• Responsible for contributing to weekly and monthly reporting as defined by the Supervisor; Control / manage consumable and spare parts inventory at levels defined by management;

Support new additional customer operations as needed; Assist with hardware and software upgrades to field equipment; Triage customer issues via phone and remote desktop connection as needed or when not engaged with other duties such as being out on a service call.

• Support localized customer phone support queues as a means to expedite service; Interface with and support personnel at IDEMIA for the diagnosis and repair of problems with field equipment hardware and software;
• Willingness to travel long distances on a daily basis (in-state driving, potential for overnight stays, potential out of state travel);
• Willingness to be on-call (cell phone) and prepared to travel during business hours; Ability to vary work hours to meet company commitments;

Ability to work, collaborate and troubleshoot issues with diverse groups of people in and outside of the organization.

QUALIFICATIONS :

4-6 years field service experience w / minimum HS diploma.

Last updated : 2024-03-04