Field Support Technician - Printer Support

Ready to turn solid desktop support skills into a career in enterprise endpoint engineering? As a Deskside Technician in Boyers, PA, you will take on the issues the Service Desk could not solve remotely and learn secure, mission-grade configuration from the ground up.

QBE is seeking a motivated Field Support Technician (Boyers, PA) to analyze and resolve escalated Tier II end-user computing issues for an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across multiple security enclaves. When the Tier I Service Desk cannot resolve an issue remotely, you will determine root cause and business impact, decide whether to repair, reconfigure, re-image, replace, or escalate, evaluate configurations against the enterprise baseline and STIG requirements, and implement the chosen solution using administrative privileges. You will also assess hardware lifecycle data, coordinate vendor service as the Government's technical liaison, and turn recurring escalations into knowledge articles, building a strong foundation in enterprise endpoint engineering and secure configuration. 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.

THIS IS AN ONSITE ROLE IN BOYERS, PA WITH UP TO 10% OF TRAVEL INVOLVED.

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.

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What you will do

• Tier II Troubleshooting: Analyze escalated Tier II incidents involving desktops, laptops, thin clients, peripherals, and printers to determine root cause and business impact, and independently determine the appropriate resolution approach, including when to repair, reconfigure, re-image, replace, or escalate.
• Configuration & Compliance: Evaluate workstation configuration, software, driver, and operating system issues against the enterprise baseline and STIG requirements, determine required corrections, and implement approved changes using administrative privileges.
• Workstation Deployment: Determine the appropriate deployment approach for new and replacement workstations, including image selection, configuration options, and data migration method, and execute deployments using STIG-compliant images and automated provisioning tools (e.g., MECM/SCCM, PXE).
• Network Connectivity: Diagnose desk-side network connectivity issues (wired, Wi-Fi, VPN, docking, IP configuration), distinguish endpoint faults from infrastructure faults, and determine the correct resolver group for escalation.
• Printers & MFDs: Assess printer and multi-function device problems to determine whether resolution requires configuration, driver, queue, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.
• 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 configuration decisions for reuse in the knowledge base.
• Hardware Lifecycle: Analyze hardware lifecycle data at assigned sites (inventory accuracy, refresh eligibility, end-of-life status) and recommend refresh, redeployment, or disposition actions to asset management.
• Knowledge & Security: Identify recurring escalation patterns and knowledge gaps, draft knowledge articles and Tier I enablement recommendations, and apply secure configuration practices and vulnerability remediation as directed.