Field Services Support

Job Title: Field Services Support

Location: Cedar Rapids IA

The Department of Management is seeking a highly skilled Information Technology Specialist to join our Field Services team. This position serves as a critical technical resource for regional State of Iowa sites ensuring that IT systems local network infrastructure and business-specific applications are maintained at peak operational standards. The successful candidate will balance hands-on technical troubleshooting with high-level coordination between local business units and central IT service delivery teams. Submit local candidates - no relocation.

Note: Travel Requirements - Clean driving record over the past 7 years required.

Mobility: Ability to travel to various sites within the CRSA region of Iowa. 100 mi at most/ 1.5 hr drive each way; Early orientation may require more travel should settle out at 25%-30%.

Contractor will need to complete DAS application/Car Use Agreement and Fuel Pin - Contractor will use state fleet vehicle for travel.

Essential Functions and Responsibilities

Regional Technical Support & Coordination (35%)

o Provide timely day-to-day technical support for site-specific IT systems and processes.

o Travel within the CRSA region to deliver on-site assistance and meet local operational requirements. No overnight travel required

o Collaborate with local and remote IT teams to align technological solutions with specific business functions.

o Act as a primary liaison for business units to support local resources containing IT components.

Endpoint Management & Automation (25%)

o Manage and maintain local computer hardware including peripherals and specialized site equipment.

o Ensure all systems remain secure and functional through routine firmware patching and security software management.

o Develop or modify automation and scripting to improve site-specific efficiency.

o Maintain comprehensive inventory documentation within the ITSM system. Service Desk Plus but other tool use is applicable. SCCM and Zoho Endpoint Central. Powershell

Application & Productivity Support (20%)

o Manage desktop productivity suites ensuring they are accessible and properly patched.

o Maintain a functional understanding of site-specific applications including installation and ongoing maintenance.

o Document site-specific configurations and share knowledge with the Service Management team.

Network Infrastructure & Connectivity (10%)

o Install and configure physical networking equipment and media following DOM-DoIT standards. Cisco and Meraki

o Monitor site ICN circuits and external communication circuits to minimize downtime.

o Communicate planned maintenance and outage status to site executives and management.

Administration & Compliance (10%)

o Track all support activities and vendor-related issues via the DOM-DoIT ITSM system.

o Produce step-by-step technical documentation and weekly status reports for projects and tasks.

o Participate in on-call rotations and team meetings as required. PRN - infrequent

Requirements

Mobility: Ability to travel to various sites within the CRSA region of Iowa. Contractor will need to enter into a car use agreement with DAS.

Availability: Participation in an on-call rotation as necessary to support critical business functions.

Technical Literacy: Proficiency in ITSM systems scripting for automation and network hardware configuration.

Endpoint Management: Ability to manage patch and maintain computer hardware firmware and peripherals (printers scanners etc.).

Network Admin: Proficiency in installing & config physical networking equipment and monitoring Wide Area Network or external communication circuits. Hands on installation; providing troubleshooting information to networking and server administrators; MS Teams phone experience may be of value

Systems Diagnostics: Expertise in troubleshooting day-to-day technical issues for IT-specific systems and integrated components

ITSM Proficiency: Experience using IT Service Management (ITSM) systems for inventory tracking ticket management and knowledge base documentation.