Senior Assistant Field Technician

Summary

The Infrastructure Remote Maintenance Technician is responsible for providing onsite and remote hardware and workstation support to County sites and Points of Presence (PoP) locations in alignment with established Service Level Agreements (SLAs). This role ensures workstation, peripheral, and infrastructure devices remain operational, compliant, and secure by performing diagnostics, repairs, replacements, installations, and preventative maintenance. The technician documents all activities in ServiceNow and escalates critical events to maintain service availability and meet performance requirements.

Your role in our mission

• Perform field service dispatch calls to County and Depot locations, providing hardware repair, replacement, and maintenance services.
• Support workstation hardware, peripherals, software configuration, and imaging in compliance with project standards.
• Install and configure routers (e.g., VeloCloud), cables, adapters, and connectors for proper hardware functionality.
• Document activities in ServiceNow tickets and complete Service Maintenance Activity (SMA) forms for inventory changes.
• Ensure compliance with NIST 800-53 Rev. 4 (MA-2, MA-5, MA-6, MA-7) standards for maintenance, remote access, and sanitization.
• Respond promptly to dispatch, diagnosis, and repair time requirements based on ticket priority:
• Urgent/High: Dispatch ≤ 2 hours, Diagnose ≤ 1–2 hours, Repair ≤ 2–4 hours

What we're looking for

• 2+ years of field service, IT support, or hardware maintenance experience.
• Proficiency in workstation setup, configuration, imaging, and peripheral support.
• Knowledge of network equipment installation (routers, cabling, adapters).
• Experience with ticketing systems (preferably ServiceNow).Strong troubleshooting, communication, and documentation skills.
• Familiarity with data sanitization tools (BitRaser, BitLocker) and IT security standards. 

What you should expect in this role

• This position will require you to commute to South San Jose, CA area.
• Valid driver’s license and ability to travel to County and Depot locations.
• Video cameras must be used during all interviews, as well as during the initial week of orientation

• The deadline to submit applications for this posting is October 3, 2025