Field Service Technician II

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here . Position Summary The Field Service Technician (FST) provides nationwide field support for IDEMIA's products, services and solutions and is responsible for the installation, maintenance, troubleshooting, repair, and operational support of TSA-CAT and other federal identity management systems deployed throughout customer locations nationwide. The FST serves as the primary technical representative for IDEMIA in the field, ensuring system availability, compliance with contractual service level agreements (SLAs), and a high level of customer satisfaction. The FST is often the face of the company while serving as IDEMIA's primary technical interface with government customers. Responsibilities include hardware and software support, preventative maintenance, system upgrades, operational training, inventory management, and coordination with program management, engineering, logistics, and customer stakeholders. The technician operates independently in secure government environments and provides both remote and on-site support as required. Key Responsibilities Install, configure, test, and deploy TSA-CAT and other federal identity management systems at customer locations. Diagnose and resolve hardware, software, networking, and peripheral equipment issues through both remote and on-site support activities. Perform corrective and preventative maintenance to ensure system reliability and compliance with program requirements. Respond to service incidents within established contractual response and resolution timeframes. Support software updates, system upgrades, reimaging activities, and configuration management tasks. Train customer personnel on system operation, basic troubleshooting, and operational best practices. Maintain accurate service documentation, work orders, installation records, inventory transactions, and customer acceptance forms. Take ownership of trouble tickets and work with ticketing applications to update ETAs, notes, response & resolution times. Manage assigned spare parts inventory, coordinate RMAs, and ensure proper accountability of government and company assets. Work closely with project managers, program managers, engineering teams, service desk personnel, and logistics organizations to resolve customer issues and support deployments. Escalate complex technical issues and provide field data, logs, and diagnostics to engineering teams for root cause analysis. Travel extensively to support installations, maintenance activities, customer training, and emergency service requirements. Support secure federal environments by maintaining required certifications, clearances, and adherence to customer security requirements. Work independently with minimal supervision. Perform all administrative tasks on-time and as directed Required Qualifications Associate degree in Information Technology, Electronics, Computer Science, or related technical field; equivalent military or field service experience may be substituted. 3+ years of …

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