DFS Senior Field Engineer (Team lead)

Work hours are from 8:00 a.m. to 5:00p.m. Monday through Friday with the occasional weekend morning or evening shift duties (Saturday, Sunday, and Holidays hours of coverage include: 5:30 a.m. to 10:00 p.m.).

The team lead will assist the HW/SW Manager with administrative duties such as creating statistical reports, schedule coordination, ticket monitoring, and implementing special projects assigned by the USPTO.

The team lead is the primary point of contact for all DFS operational issues in the absence of the HW/SW Manager or when required.

The team lead will monitor staff progress and assist in creating/improving DFS processes.

The team lead is the primary point of contact for policy and procedure requirements set by the USPTO with DFS operations.

The lead will be the secondary point of contact on all HW/SW related issues in the absence of technical point of contact.

This position will also require the handling of customer tickets in the field whenever possible in order to maintain a manageable work queue.

There is a Service Level Agreement in place, which has response and resolution stipulations.

The team lead is expected to assist the HW/SW Manager and staff in maintaining the SLA.

Responsibilities will also include tracking/troubleshooting each component and to assist the RMA personnel in replacing parts through warranty.

The team lead should have a strong ability for analyzing problems and assist the manager to organize preventive measures.

A strong multitasking orientation is a must.

At least 4 years of experience as a team lead in a multi-user environment supporting desktop hardware and/or software configurations.

Extensive knowledge of internal components and troubleshooting procedures for laptops and desktop CPUs, processors, video components, HP printer components and Blackberry or other PDAs.

Support of Windows PCs with Microsoft XP operating system is required.

Excellent oral and written communication skills are a must.

Previous customer service experience and good oral and written communication skills required. Must be a team player and able to lift at least 50 pounds.

LAN and Network experience is also beneficial.

Job may require traveling between campuses (Arlington, Alexandria).

Strong customer service orientation and ability to lead staff.
EAMS (Remedy) experience with ticket creation, updating, and monitoring queue.

Customer service skills and ability to communicate effectively to multiple individuals.

Current experience supporting USPTO from a technical support perspective is ideal.

Word processing and MS Excel skills are required.


MCP and A+ required.

Bachelor Degree preferred.
Network+, MCSE, CCNA and other technical certifications highly desired (will consider as substitute for MCP or A+ requirement).

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