IT Service Technician

Govcio LLC•El Paso, TX

8d•Onsite

About The Position

GovCIO is hiring an IT Service Technician to provide onsite IT support for a federal customer in El Paso, Texas. The position is onsite, and contract personnel may occasionally travel to provide site coverage. The employee is required to obtain A+, ITIL Foundation, and HDI certifications, plus one of Security+, Network+, or Server+, within six months of hire. GovCIO will reimburse certification costs. The technician supports onsite IT operations and maintenance, resolves technical problems with support teams and customers, installs and maintains equipment, and provides technical support, systems refresh, software integration, and operations support. The role also involves on-call and remote support, network and mobile device assistance, asset inventory, equipment disposal preparation, video conferencing and audio/video support, and assistance to the tier 1 Service Desk. The employee must be able to obtain and hold a Public Trust Clearance.

Requirements

High school education with 0–3 years of experience, or commensurate experience.
Must be a U.S. citizen.
High degree of technical proficiency.
Excellent problem-solving skills and analytical abilities.
Must be able to obtain and hold a Public Trust Clearance.
Obtain A+, ITIL Foundation, and HDI certifications within six months of hire.
Obtain one of Security+, Network+, or Server+ within six months of hire.

Nice To Haves

At least six months of experience troubleshooting Apple Macintosh software and hardware in a customer service role.
Certification in Microsoft Operating Systems.
Familiarity with SCCM remote resolution and using SCCM to remotely complete software installations.
CompTIA Network+.
CompTIA A+.
CompTIA Server+.
CompTIA Security+.

Responsibilities

Provide support for onsite IT activities and consult with support teams, help desks, customers, and technical staff to resolve problems.
Coordinate and perform network and server operations and maintenance.
Identify recurring problems and recommend steps to reduce their severity or frequency.
Install, troubleshoot, and maintain a variety of products and equipment; identify and repair product failures and order or replace parts as needed.
Deliver technical support, systems refresh, software integration, and operations support.
Provide onsite training to customer support personnel.
Provide on-call support by identifying, researching, and resolving technical problems received through the ServiceNow ticketing system.
Work with network services, software systems engineering, and application development teams to restore service and identify or correct underlying problems.
Recommend system modifications to reduce user problems.
Perform routine system maintenance and analysis, including hardware configurations and adding, removing, or replacing equipment components.
Install operating system patches and upgrades through SCCM Software Center.
Provide remote support to telework and home users, help ensure applications work over VPN and/or Citrix, and manage user relocation requests.
Ensure devices are properly encrypted.
Perform local onsite cabling and provide onsite support to enterprise groups such as network and security operation centers.
Restart network equipment, including switches and routers, as directed by enterprise networking, and replace defective network equipment.
Assist users with mobile communication devices and provide tier 2 support, including hardware troubleshooting, operating system reinstallation, and device swapping.
Assist with physical inventory, receiving, and receipting property.
Process computer equipment for disposal, follow disposal policies, and ensure devices are fully wiped before leaving the facility.
Troubleshoot video conferencing and audio/video system problems, coordinate remote troubleshooting and repairs with support staff, and help set up presentation devices and video conferencing units.
Support pre- and post-application releases.
Gather, analyze, and report end-user support trends.
Assist the tier 1 Service Desk with answering user calls.
Perform other duties as assigned.