Position Description & Qualifications
Serco, Inc. has an immediate opening for an IT Field Service Technician (Mid-Level) based at our corporate headquarters in Herndon, Virginia. Join a highly engaged, 11-member Desktop technical team supporting more than 10,000 employees with modern workplace technologies. As an IT Field Service Technician (Mid-Level), you will support and maintain organizational computer systems, desktops, laptops, mobile devices, and peripherals. You will install, diagnose, repair, maintain, and upgrade equipment while helping ensure optimal workstation performance. You will troubleshoot issues in person, by telephone, through approved remote-support tools, and through the ticketing system while delivering timely, accurate, and customer-focused assistance. Why Join Serco?
- Join a highly engaged Desktop technical team supporting more than 10,000 employees.
- Work with modern endpoints, identity, remote-support, and workplace technologies.
- Take ownership of local IT service delivery and help minimize disruptions to business operations.
- Collaborate with centralized Technology, Infrastructure, and Service Desk teams on enterprise initiatives.
- Improve the end-user experience through knowledge sharing, structured problem-solving, and continuous service improvement.
As an IT Field Service Technician (Mid-Level), you will:
- Serve as an on-site IT service delivery resource, owning end-user support and local service operations for a high-demand location while ensuring consistent service quality and minimal disruption to business operations.
- Manage and resolve incidents and service requests involving desktops, hardware, peripherals, and user applications through walk-up support, telephone support, approved remote-support tools, and ticketing systems.
- Accurately log, categorize, prioritize, escalate, document, and close incidents and service requests in accordance with established Service Level Agreements (SLAs).
- Analyze, diagnose, and resolve complex technical issues, restoring service quickly while identifying root causes and contributing to problem-management efforts that reduce recurring incidents.
- Install, configure, test, maintain, and support desktops, laptops, mobile devices, printers, scanners, presentation systems, telephony equipment, and network-connected peripherals in accordance with approved configuration and security standards.
- Perform device builds, upgrades, refreshes, and repairs across multiple operating systems and platforms while following established change and release management processes.
- Act as a local escalation point for desktop and endpoint services, collaborating with centralized Technology, Infrastructure, and Service Desk teams to coordinate resolutions, maintenance activities, and enterprise initiatives.
- Help ensure the reliability of end-user connectivity and physical infrastructure, including workstation network jacks and cabling, and coordinate remediation as needed.
- Provide remote and on-site support for users at Serco locations in Arlington, Alexandria, Washington, D.C., and elsewhere within the National Capital Region, with travel of up to 25% as required.
- Maintain accurate IT asset and configuration records to support asset lifecycle management, inventory accuracy, audit readiness, and compliance with organizational and contractual requirements.
- Identify service trends, document solutions, develop knowledge articles, and recommend process or technology improvements that increase efficiency and improve the user experience.
- Delivering customer-focused service by communicating clearly, setting appropriate expectations, and translating technical solutions into business-friendly language.
Schedule, Work Hours, and Reporting Structure
- This is a full-time, non-exempt position based at Serco’s corporate headquarters in Herndon, Virginia.
- This position reports to the IT Service Manager.
To be successful in this role, you’ll have:
- A high school diploma and at least four years of relevant experience, or an associate’s degree and at least two years of relevant experience.
- United States citizenship.
- The ability to work on-site Monday through Friday during normal business hours.
- Reliable transportation and the ability to travel up to 25%, as needed, from the primary work location in Herndon, Virginia, to Serco locations in Arlington, Alexandria, Washington, D.C., and elsewhere within the National Capital Region.
- Demonstrated experience supporting end-user services and core workplace technologies, including Windows 11, endpoint-management tools such as Microsoft Intune, approved remote-support tools, and identity and access services such as Active Directory.
- Strong working knowledge of endpoint and desktop hardware, including the ability to resolve incidents and fulfill requests within established service levels.
- A strong understanding of internal PC components and the ability to diagnose faults, restore service, and document resolutions for future knowledge reuse.
- Hands-on hardware troubleshooting experience, including structured triage, appropriate escalation, and clear work notes that support effective incident management.
- Experience supporting workplace and network-access equipment, including routers, switches, and Microsoft Teams telephony, in alignment with incident management, request fulfillment, and approved standard-change processes.
- Working knowledge of relevant protocols, operating systems, security policies, and technology standards.
- The ability to use approved support tools, replacement components, and peripheral accessories safely and consistently while following documented procedures and applicable change controls.
- The ability to read and apply technical manuals, original equipment manufacturer (OEM) guidance, and internal procedural documentation.
- The ability to work occasional overtime upon manager approval.
- Employment is contingent upon successfully completing a background check.
- This position requires on-site work Monday through Friday during normal business hours.
Preferred Qualifications
- A customer-focused mindset with a commitment to delivering a positive user experience.
- Ability to assess impact and urgency, prioritize incidents and service requests, and meet agreed service levels in a high-pressure environment.
- Clear written and verbal communication skills, including the ability to engage stakeholders, set expectations, and document work accurately.
- Ability to diagnose and investigate end-user device, application, and service issues using structured troubleshooting and knowledge-management practices.
- Ability to explain technical concepts in business-friendly language while focusing on outcomes, risk, and service value.
- A proactive and accountable approach, including ownership of issues through resolution and identification of continual-improvement opportunities.
- Strong attention to detail when categorizing, prioritizing, documenting, and reporting technical work.
- A collaborative, team-oriented approach and the ability to work across functions to support effective service delivery.
Military Veterans and Military Spouses are encouraged to apply! If you are interested in supporting and working with our Service Desk with the Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.
Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance - so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):
- Medical, dental, and vision insurance
- Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
- 401(k) plan that includes employer matching funds
- Tuition reimbursement program
- Life insurance and disability coverage
- Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
- Birth, adoption, parental leave benefits
- Employee Assistance Plan
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.