Field Service Technician

Position Description & Qualifications

Serco, Inc has an immediate opening for an IT Field Service Technician. Serco has a highly engaged Desktop technical team consisting of 11 members supporting over 10,000 employees using cutting edge technologies. The position will be based at our New Jersey Ave, Washington DC location. You will be a key on site resource to assist the Maritime, Engineering, Technology and Sustainment (METS) Business Unit as well as supporting Serco, Inc.

Must be willing to travel on an as needed basis to our sister locations in Herndon, VA and Arlington, VA.

The site is in high demand of IT Support which you will be the only tech support onsite for this position.

This position will support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. You will troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion, and provide end-user assistance where required.

In This Role You Will

• Serve as the primary on-site IT service delivery resource, owning end-user support and local service operations for a high-demand location, ensuring consistent service quality and minimal disruption to business operations.
• Manage and resolve Incidents and Service Requests across desktop, hardware, peripherals, and user applications through walk-up support, phone, and ticketing systems, ensuring accurate logging, prioritization, escalation, and closure in accordance with defined Service Level Agreements (SLAs).
• Perform on-site analysis, diagnosis, and resolution of complex technical issues, restoring service quickly while identifying root causes and contributing to Problem Management efforts to reduce recurring incidents.
• Support, maintain, and troubleshoot audio/visual conference rooms, including video‑conferencing systems, presentation equipment, control panels, and room‑based collaboration tools, ensuring reliable meeting experiences and rapid resolution of A/V issues.
• Install, configure, test, maintain, and support end-user computing environments, including desktops, laptops, mobile devices, printers, scanners, presentation systems, telephony, and network-connected peripherals, in alignment with approved configuration and security standards.
• Execute device builds, upgrades, refreshes, and repairs across multiple operating systems and platforms, following established Change and Release Management processes to minimize risk and ensure service continuity.
• Act as a local escalation point for desktop and endpoint services, collaborating with centralized Technology, Infrastructure, and Service Desk teams to coordinate resolutions, maintenance activities, and enterprise initiatives.
• Ensure the reliability of end-user connectivity and physical infrastructure, including workstation network jacks and cabling, coordinating remediation as needed to maintain service availability.
• Provide remote and on-site support for users at sister locations as required, supporting consistent service delivery across geographically dispersed sites.
• Maintain accurate IT asset and configuration records, supporting asset lifecycle management, inventory accuracy, audit readiness, and compliance with organizational and contractual requirements.
• Contribute to continuous service improvement by identifying trends, documenting solutions, developing knowledge articles, and recommending process or technology enhancements to improve efficiency and user experience.
• Deliver a high level of customer-focused service, communicating clearly with users and stakeholders, setting expectations appropriately, and translating technical solutions into business-friendly language.

Qualifications

• United States Citizenship
• A High School diploma and 4 years of experience
• An Associate’s degree in a related field in lieu of 2 years of experience
• Travel up to 25% (on an as needed basis) to our sister locations in Herndon, VA, Crysyal City and Alexandria, VA
• Demonstrated experience supporting end-user services and core workplace technologies, including Windows 11, endpoint management (e.g., Intune), approved remote support tools, and identity/access services (e.g., Active Directory)
• Strong working knowledge of endpoint and desktop hardware to support incident resolution and request fulfilment within agreed service levels
• Strong understanding of PC internal components to accurately diagnose faults, restore service, and document resolutions for knowledge reuse
• Hands-on hardware troubleshooting experience, including structured triage, escalation when required, and clear work notes to support incident management
• Experience supporting a range of workplace and network-access equipment (e.g., routers, switches, Teams telephony) in alignment with service support processes (incident/request fulfilment) and approved standard changes
• Working knowledge of relevant protocols, operating systems, security policies, and technology standards to ensure consistent service operation and support continual improvement
• Ability to use approved support tools, replacement components, and peripheral accessories safely and consistently, following documented procedures and change controls as applicable
• Ability to read and apply technical manuals, OEM guidance, and internal procedural documentation; contribute to knowledge articles to improve future incident resolution and request fulfilment

Additional Desired Experience And Skills

• Customer-focused mindset with a commitment to co-creating value and delivering positive user experience
• Ability to assess impact and urgency to prioritize incidents and service requests, meeting agreed service levels in a high-pressure environment
• Clear written and verbal communication skills to engage stakeholders, set expectations, and document work accurately
• Ability to diagnose and investigate end-user device, application, and service issues using structured troubleshooting and knowledge management practices
• Ability to explain technical concepts in business-friendly language, focusing on outcomes, risk, and service value
• Proactive and accountable, taking ownership through to resolution and identifying opportunities for continual improvement
• Strong attention to detail to ensure accurate categorization, prioritization, and documentation for reporting and decision-making
• Collaborative and team-oriented, able to work across functions to support value streams and effective service delivery

If you are interested in supporting and working with passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.