In this role, you will be traveling daily within the DC Metro Area visiting customer sites. You will leverage your technical expertise to diagnose complex issues, implement innovative solutions, and support the deployment and maintenance of HP technology products within federal environments. You'll work independently, tackle unique technical challenges, and help shape new approaches and best practices that enhance service delivery and customer success.

This opportunity is ideal for a seasoned Technician who thrives in fast-paced environments, enjoys solving technical problems, and takes pride in delivering exceptional results. You'll have the autonomy to make decisions, influence technical processes, and serve as a trusted expert for both customers and team members.

What You'll Do

• Serve as a trusted technical expert supporting mission-critical federal government customers with HP PCs, laptops, printers, and related technologies.
• Deliver exceptional customer experiences by understanding customer requirements, resolving issues promptly, and ensuring service expectations are consistently exceeded.
• Provide advanced software, hardware, pre-sales, post-sales, and service delivery support across complex customer environments.
• Proactively monitor system performance, identify potential risks, and implement corrective action plans to maximize uptime and prevent service disruptions.
• Troubleshoot and resolve highly complex technical issues across operating systems, networking infrastructure, and heterogeneous data center environments.
• Escalate critical issues appropriately to prevent unplanned outages or data loss and ensure rapid resolution of customer-impacting incidents.
• Develop innovative solutions and recommend process improvements that enhance operational efficiency and service delivery outcomes.
• Contribute customer business insights and industry trends to account support plans, helping drive strategic customer success initiatives.
• Build strong, long-term customer relationships that move beyond transactional support to trusted advisory partnerships.
• Support account growth and retention efforts by delivering outstanding service and identifying opportunities to add value.
• Mentor and coach new team members on technical processes, best practices, and service delivery procedures.
• Provide leadership and guidance to Field Technical Support Representatives and collaborate across teams to achieve customer and business objectives.
• Work independently on highly complex assignments, often determining methods and procedures for new and evolving technical challenges.

What You'll Bring

• Current TS/SCI with Polygraph Clearance (required).
• Associate degree, vocational diploma, or equivalent technical certification with 6+ years of related experience, or a bachelor's degree with 4-6 years of relevant experience.
• Extensive experience supporting the full portfolio of HP technology products in enterprise customer environments.
• Proven experience supporting federal government customers and mission-critical operations.
• Strong account management skills with a proactive, customer-focused mindset.
• Expert-level knowledge of operating systems, UNIX, networking technologies, hardware platforms, and enterprise infrastructure environments.
• Ability to maximize system availability and performance in complex, multi-vendor data center environments.
• Broad understanding of corporate policies, business operations, products, services, and technology markets.
• Recognized technical expertise in one or more advanced technology disciplines or specialty areas.
• Demonstrated ability to perform effectively in high-pressure environments while managing multiple priorities and complex technical challenges.
• Exceptional problem-solving, analytical, planning, negotiation, and decision-making skills.
• Excellent written, verbal, presentation, and stakeholder communication skills.
• Strong leadership and coaching capabilities with experience mentoring technical teams.
• Working knowledge of change management processes and IT service management best practices.
• ITIL certification or demonstrated ITIL knowledge with the ability to communicate the value of business and IT alignment.

Why HP?

At HP, you'll support technology solutions that enable critical federal missions and make a meaningful impact every day. You'll join a team of highly skilled professionals, solve complex technical challenges, and work with leading-edge technology while building trusted customer relationships. If you're an experienced technical expert who thrives in mission-critical environments and is passionate about delivering exceptional customer outcomes, we'd love to hear from you.