Field Support Technician - Onsite Anchor

At a regional field site, there is no help desk down the hall. When a workstation fails, a printer goes down, or a conference room will not connect, you are the person everyone turns to. As the Onsite Anchor, you will be IT's face, hands, and judgment on the ground.

QBE is seeking a motivated Field Support Technician - Onsite Anchor to serve as the on-site IT decision-maker for assigned regional and field locations of a Department of War agency supported by an enterprise IT Customer Support Services program. Operating without on-site supervision, you will analyze escalated issues involving end-user computing, printers, mobile devices, and communications equipment to determine root cause and the appropriate resolution approach; decide when remote Tier II/III, engineering, or vendor involvement is required; determine the deployment and refresh approach for site workstations; and analyze site asset records to recommend lifecycle actions. The role requires travel within the assigned region, sound independent judgment, and the ability to represent IT to site leadership. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

If you enjoy owning the outcome, thrive on variety, and like being the one who makes things work when no one else is around, this role was built for you.

About QBE, LLC

QBE is a technology and security solutions provider supporting defense and federal customers worldwide. We deliver capabilities where precision, accountability and technical excellence directly support national-level objectives. Our people work in small, embedded teams where their expertise is visible and valued.

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THIS IS AN ONSITE ROLE IN ANDOVER, MA WITH UP TO 25% OF TRAVEL INVOLVED.What you will do

• On-Site Decision-Maker: Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on-site supervision.
• Resolution Ownership: Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.
• Workstation Deployment: Determine the deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG-compliant images and provisioning tools.
• Printers, Voice & Conference Rooms: Assess printer, multi-function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.
• Mobile Devices: Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
• Asset Accountability: Analyze site asset records and physical inventory results, identify discrepancies and their likely causes, determine corrective entries, and recommend refresh, redeployment, or disposition actions to asset management.
• Resolution Quality: Evaluate whether resolution actions have fully addressed the customer's need before placing tickets in “Resolved - Awaiting Customer Confirmation” status, and document resolutions and site-specific procedures for reuse.
• Site Health & Security: Assess site conditions, recurring issues, and security posture; apply secure configuration practices and vulnerability remediation as directed; and report findings and recommendations to remote Tier II/III teams and supervisors.