Description
Join HP and play a critical role in supporting technology solutions that power federal government operations.
We are seeking an experienced Field Technician with expertise in PCs, laptops, printers, and related technologies to provide hands-on technical support and ensure mission-critical systems perform at their best.
Responsibilities
- Serve as a trusted technical expert supporting mission-critical federal government customers with HP PCs, laptops, printers, and related technologies.
- Deliver exceptional customer experiences by understanding customer requirements, resolving issues promptly, and ensuring service expectations are consistently exceeded.
- Provide advanced software, hardware, pre-sales, post-sales, and service delivery support across complex customer environments.
- Proactively monitor system performance, identify potential risks, and implement corrective action plans to maximize uptime and prevent service disruptions.
- Troubleshoot and resolve highly complex technical issues across operating systems, networking infrastructure, and heterogeneous data center environments.
- Escalate critical issues appropriately to prevent unplanned outages or data loss and ensure rapid resolution of customer-impacting incidents.
- Develop innovative solutions and recommend process improvements that enhance operational efficiency and service delivery outcomes.
- Contribute customer business insights and industry trends to account support plans, helping drive strategic customer success initiatives.
- Build strong, long-term customer relationships that move beyond transactional support to trusted advisory partnerships.
- Support account growth and retention efforts by delivering outstanding service and identifying opportunities to add value.
- Mentor and coach new team members on technical processes, best practices, and service delivery procedures.
- Provide leadership and guidance to Field Technical Support Representatives and collaborate across teams to achieve customer and business objectives.
- Work independently on highly complex assignments, often determining methods and procedures for new and evolving technical challenges.
Requirements
- Current TS/SCI with Polygraph Clearance (required).
- Associate degree, vocational diploma, or equivalent technical certification with 6+ years of related experience, or a bachelor's degree with 4-6 years of relevant experience.
- Extensive experience supporting the full portfolio of HP technology products in enterprise customer environments.
- Proven experience supporting federal government customers and mission-critical operations.
- Strong account management skills with a proactive, customer-focused mindset.
- Expert-level knowledge of operating systems, UNIX, networking technologies, hardware platforms, and enterprise infrastructure environments.
- Ability to maximize system availability and performance in complex, multi-vendor data center environments.
- Broad understanding of corporate policies, business operations, products, services, and technology markets.
- Recognized technical expertise in one or more advanced technology disciplines or specialty areas.
- Demonstrated ability to perform effectively in high-pressure environments while managing multiple priorities and complex technical challenges.
- Exceptional problem-solving, analytical, planning, negotiation, and decision-making skills.
- Excellent written, verbal, presentation, and stakeholder communication skills.
- Strong leadership and coaching capabilities with experience mentoring technical teams.
- Working knowledge of change management processes and IT service management best practices.
- ITIL certification or demonstrated ITIL knowledge with the ability to communicate the value of business and IT alignment.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including:
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off