What are the responsibilities and job description for the DSS QC Technician position at National Capitol Contracting LLC?
Overview
The Regional IT Services Technical Lead serves as the senior engineering escalator and primary technical authority for distributed tier-level operations within a designated USPTO geographic region. Under the End User Support Operations Support (EUSOS) contract, this individual acts as the "Tier 3" anchor for the region, diagnosing complex, systemic, or highly elusive hardware, software, and network anomalies that block the productivity of regional office staff and home-based patent and trademark examiners. The ideal candidate pairs elite, hands-on enterprise systems troubleshooting with a natural capacity for technical mentorship, root-cause analysis, and close cross-functional collaboration with centralized engineering teams.
Essential Duties and Responsibilities
- Act as the absolute technical escalation point for regional technicians. Resolve highly complex, interlocking IT issues involving Windows/macOS endpoints, secure virtual private networks (VPNs), virtualization layers, and enterprise application conflicts
- Lead technical investigations into recurring regional incidents or systemic failures (e.g., localized patch failure trends, regional network dropouts). Identify the root cause and engineer permanent workarounds or fixes
- Provide flawless, elite technical interventions for regional executives, administrative judges, and VIP site visitors during mission-critical operational failures
- Partner directly with the centralized Network Operations and cybersecurity teams to isolate regional bandwidth chokepoints, verify physical cabling integrity, and troubleshoot secure local network switches or firewalls
- Support the regional VTC & Collaboration Support footprint, diagnosing deep hardware/software compatibility issues within integrated multimedia conference rooms, Cisco Webex endpoints, and hybrid collaboration spaces
- Work closely with Warehouse Operations Support to review configuration baselines, validate hardware/software images prior to large-scale regional tech refreshes, and ensure proper asset tracking integration
- Actively mentor, coach, and elevate the technical capabilities of regional IT Technicians through peer reviews, side-by-side troubleshooting, and hands-on workshops
- Author, test, and refine technical Standard Operating Procedures (SOPs) and deployment scripts. Maintain the regional engineering documentation library within Microsoft SharePoint
- Other duties as assigned
Minimum Requirements
- Other duties as assigned
- Experience: Minimum of 6–8 years of deep, progressive experience in enterprise desktop engineering, systems administration, or advanced end-user technical support
- Proven track record acting as a senior technical lead or tier-3 escalation engineer
- Advanced master-level configuration and diagnostic knowledge of enterprise client operating systems (Windows 10/11, macOS) and the Microsoft 365 enterprise application ecosystem
- Strong diagnostic grasp of enterprise networking architecture: TCP/IP, routing, DNS, DHCP, VLAN tagging for AV/VTC systems, and secure dual-factor VPN authentication
- Experience deploying, analyzing, and troubleshooting endpoint management policies, security patches, and software delivery mechanisms
- Expert mastery of enterprise ticketing system workflows, hardware asset management databases, and building collaborative engineering spaces in Microsoft SharePoint or Microsoft Loop
Educational Requirements
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or equivalent combined practical experience
Compensation
$70,000-$75,000.
The compensation range listed for this position is provided as a good-faith estimate of what the company intends to offer for this role. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, budget, market data, and relevant laws.
NCC provides reasonable accommodations to qualified individuals with disabilities. If you are an applicant that requires a reasonable accommodation, please email us at recruiting@nccsite.com. Please reference the position in your email.
NCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristic. E-Verify Employer. VEVRAA Federal Contractor.
Salary : $70,000 - $75,000