Role Description The Field Office Technician, Senior manages field IT support operations to ensure end-user devices, connectivity, and local infrastructure at distributed offices remain reliable, secure, and compliant. The role plans and coordinates technician dispatches, wellness checks, and on-site troubleshooting for hardware, software, and network issues while serving as the primary escalation point for complex incidents. This leader aligns field practices with enterprise service-management and security standards and tracks service quality and workload metrics to drive continuous improvement in customer experience. Key Responsibilities - Coordinate field-support schedules, dispatches, and wellness campaigns across multiple locations, ensuring appropriate staffing and timely coverage of office needs. - Oversee hands-on troubleshooting and resolution for endpoints, peripherals, networking, and collaboration tools at field sites, including coordination with remote support when appropriate. - Serve as the primary escalation point for complex issues, working across field technicians, service desk, and engineering teams to resolve incidents and prevent recurrences. - Monitor field-support metrics such as response times, ticket volumes, first-contact resolution, and repeat incidents, using data to refine processes and workload distribution. - Ensure field activities adhere to incident-management and request-management best practices, including use of standard tools, documentation, and communication protocols. - Organize, train, and lead a team of Field Office Technicians, providing coaching on technical troubleshooting, customer service, and adherence to enterprise policies and procedures. - Maintain relationships with enterprise IT and security teams to ensure local practices reflect current standards for configuration, patching, and device wellness. - Contribute to process and tool improvements for field support, including development of checklists, runbooks, and knowledge articles to standardize service delivery. Qualifications - Bachelor’s degree in IT, Computer Science, Business Administration, or a related field, or equivalent relevant work experience. - Minimum of 8 years of experience in incident management, user support, or closely related IT roles, including experience leading field, desktop, or technical-support teams. - Strong understanding of ITIL principles, incident management best practices, and use of incident-management tools to manage tickets and track performance. - Demonstrated experience managing multiple incidents and field activities simultaneously across distributed locations while maintaining service quality. - Excellent problem-solving, analytical, communication, and interpersonal skills, with the ability to work effectively with technicians, service-desk staff, engineers, and business stakeholders. - Ability to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position. Preferred Qualifications - Experience aligning field-support operations with ITIL-based incident and request-management processes and implementing process improvements in a service-management framework. - Relevant certifications such as ITIL Foundation or desktop-support/endpoint certifications from major vendors. - Prior experience supporting federal or other highly regulated environments with distributed field offices. - Experience developing training materials and delivering coaching or workshops for field technicians and support staff. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

• Engage with customers, partners or professional services providers in software installation / system integration at client sites and remotely. • Commit long term for migration and support of legacy workloads running on emulators. • Excel in working with legacy systems, troubleshooting network and running virtual machines.

Role Description Under the direction of a Journeyman Commercial Installer, our well-trained Won-Door technicians are responsible for assisting with the installation of large and complex doors with mechanical, electronic and code-compliance aspects. - Provide an outstanding experience to general contractor and end-user customers while installing and servicing life-saving fire and security doors. - Work from their own homes and use their own trucks, with products shipped directly to job sites. - Jobs dispatched by a support team based at Won-Door’s headquarters in Salt Lake City, Utah. - During training, travel with the journeyman and stay local to the scheduled work. Qualifications - Experience in installation of complex doors preferred. - Strong customer service skills. - Ability to work independently and manage time effectively. Requirements - Must have a reliable truck for transportation. - Ability to comply with safety standards and regulations. - Willingness to travel for training and job assignments. Benefits - Specialized training on the installation of doors through ongoing classes offered through ARCAT. - Opportunity to work with a respected brand in the industry.

• Start your day from home, head to customer sites, and manage jobs through our field service system. • Meet the customer, understand the issue, and keep them updated as you resolve the problem. • Use a Windows laptop to review system logs, run checks, and record your work. • Carry out basic connectivity and setup tasks (LAN connections, IP settings, accessing device interfaces). We teach this step-by-step. • Complete preventative maintenance (cleaning, checks, basic adjustments) and replace modules/parts when needed. • Test the equipment and clearly document what you’ve done before leaving. • Use quieter time for structured learning and training modules. ****Service levels & priority work** • You’ll work to agreed service levels (SLAs) that help keep customer sites running. • Most work is planned maintenance and scheduled visits. • When a site has a time-critical issue, you’ll prioritise it with support from scheduling and technical teams. • Our aim is always a first-time fix and minimal disruption for the customer. ****Training & support** • Structured onboarding and shadowing. • Product training and access to learning modules/Academy development. • Ongoing support from schedulers, technical support, and field leadership.