Field Site Administrator – End User Support

ITC Federal

full-time

Posted on: 9/21/2025

Origin: • 🇺🇸 United States

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SeniorLead

ServiceNow

About the role

Provide deskside support to immigration judges and legal support staff to resolve incidents with Microsoft and other COTS products, custom applications, local area network connectivity, and basic functionality with courtroom AV equipment.
Install and configure hardware to include desktops, laptops, printers, multifunction devices, scanners, servers, and courtroom AV equipment.
Manage and prioritize incidents and requests from a home location court and multiple satellite courts in the region to ensure that highest priority staff and tickets receive immediate focus and all tickets receive regular follow up until resolved.
Provide support for setting up new courts, expanding existing courts, and moving courts to new locations.
Power cycle and provide basic troubleshooting support for network switches and devices, replace defective cabling and simple cabling electronics and components, and install network data drops and associated cabling to patch panels.

Bachelors degree in an information technology field of study and 7+ years of relevant work experience
Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
Demonstrated experience resolving technical issues with: Windows 10/11 workstations Microsoft Office applications Local network and VPN connectivity Printers, scanners, and other connected peripherals Network printers, scanners, and multifunction devices Microsoft Active Directory and DHCP Print servers Video conferencing and AV systems Demonstrated experience managing technical issues and tasks with a ticketing system, i.e., ServiceNow, Remedy, etc.
Demonstrated excellence in written and verbal communication and outstanding customer service skills working with senior and executive level staff
Ability to travel 10% of work time, typically within one to three hours of home court location. Occasional travel exceeding three hours from home court location may be required.
DESIRED: Experience working with Microsoft SCCM, Crestron, VIQ applications, and Cisco VTC equipment