Field Service Technician II

Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Responsibilities

Position Summary

The Field Service Technician (FST) provides nationwide field support for IDEMIA''s products, services and solutions and is responsible for the installation, maintenance, troubleshooting, repair, and operational support of TSA-CAT and other federal identity management systems deployed throughout customer locations nationwide. The FST serves as the primary technical representative for IDEMIA in the field, ensuring system availability, compliance with contractual service level agreements (SLAs), and a high level of customer satisfaction. The FST is often the face of the company while serving as IDEMIA''s primary technical interface with government customers.

Responsibilities include hardware and software support, preventative maintenance, system upgrades, operational training, inventory management, and coordination with program management, engineering, logistics, and customer stakeholders. The technician operates independently in secure government environments and provides both remote and on-site support as required.

Key Responsibilities

• Install, configure, test, and deploy TSA-CAT and other federal identity management systems at customer locations.
• Diagnose and resolve hardware, software, networking, and peripheral equipment issues through both remote and on-site support activities.
• Perform corrective and preventative maintenance to ensure system reliability and compliance with program requirements.
• Respond to service incidents within established contractual response and resolution timeframes.
• Support software updates, system upgrades, reimaging activities, and configuration management tasks.
• Train customer personnel on system operation, basic troubleshooting, and operational best practices.
• Maintain accurate service documentation, work orders, installation records, inventory transactions, and customer acceptance forms.
• Take ownership of trouble tickets and work with ticketing applications to update ETAs, notes, response & resolution times.
• Manage assigned spare parts inventory, coordinate RMAs, and ensure proper accountability of government and company assets.
• Work closely with project managers, program managers, engineering teams, service desk personnel, and logistics organizations to resolve customer issues and support deployments.
• Escalate complex technical issues and provide field data, logs, and diagnostics to engineering teams for root cause analysis.
• Travel extensively to support installations, maintenance activities, customer training, and emergency service requirements.
• Support secure federal environments by maintaining required certifications, clearances, and adherence to customer security requirements.
• Work independently with minimal supervision.
• Perform all administrative tasks on-time and as directed

Qualifications

Required Qualifications

• Associate degree in Information Technology, Electronics, Computer Science, or related technical field; equivalent military or field service experience may be substituted.

• 3+ years of experience in field service, desktop support, technical support, system installation, or hardware maintenance.

• Proven customer-facing experience

• Ability to work independently with minimal supervision.

• Valid driver''s license with a satisfactory driving record.

• Ability to pass required background investigations and customer-specific clearances.

• Ability to travel extensively, including overnight travel when required. Travel can be 75% or higher.

• Ability to lift and move equipment weighing up to 50 pounds.

• Demonstrated ability to multi-task and prioritize.

• Experience troubleshooting and repairing:

• Windows workstations

• Printers and peripherals

• Network connectivity issues

• Hardware and software failures

• Ability to install, configure, and test technical equipment and software in customer environments.

• Strong customer service and communication skills.

• Actively listens and solicits feedback from the customer to make process improvements.

• Strong interpersonal skills. Able to communicate effectively and tactfully with both customer management and technical staff.

• Able to discuss technical issues with non-technical team members and drive issues to resolution.

• Strong verbal and written technical communication skills involving internal and external support teams.

• Builds effective relationships with internal, external, peer technicians and management utilizing tools such as Microsoft Teams.

• Participates actively in development and refinement of Knowledge Base.

• Excellent interaction skills at all levels within the customer's organization including end user, management, and support teams.

• Proficiency with ticketing/work order systems and mobile workforce applications. The field service organization relies heavily on case management, work orders, and Salesforce.

• Expert knowledge base to install and manage OS, administer users accounts, security, configuration, patch management, updates and configure network connectivity for supported programs.

• Comprehensive understanding of configuration and initialization files, error logging, event viewer as they pertain to software applications. Must be able to gather and organize logs related to software issues and escalate issues effectively.

• Utilize guidance for installation, configuration and repair of standard and custom hardware components such as schematics, operating manuals and technical documentation.

• Able to diagnose problems such as network issues and escalate to proper IT professional (i.e. TSA-STIP) for resolution.

• Expert abilities in remediating system hardware problems and issues.

Preferred Qualifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Windows administration certification
• ITIL Foundation
• CCNA
• Electronics certifications such as ETA CET or ISCET CET
• Experience supporting biometrics, identity management, enrollment systems, or government/federal environments.
• Experience delivering customer training and operational readiness support.
• Experience with networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and switch connectivity.
• Experience with remote troubleshooting tools and log analysis.
• Strong experience with system security including the management of Certificates, WSE, NTFS, Bitlocker, and Share level Permissions.
• Extensive network skills and experience including TCP/IP; DHCP, DNS, WINS, Workgroups, Domains, Active Directory. Additionally, the configuration, management, and trouble shooting of firewall, switches, and routers.

Technical Skills

• Hardware installation and repair
• Software installation and upgrades
• Windows troubleshooting
• Network troubleshooting
• Remote diagnostics
• Preventative maintenance
• Inventory and spare parts management
• Documentation and reporting
• Customer training and support

Soft Skills

• Customer-focused mindset
• Strong verbal and written communication
• Time management
• Self-motivation
• Problem-solving
• Adaptability
• Professional presence with customers

Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.