IT Service Technician
About The Position
GovCIO is hiring an IT Service Technician to provide onsite IT support for a federal customer in Irving, Texas. The role supports onsite IT activities and coordinates with support teams, help desks, customers, and technical staff to resolve problems. It also includes occasional travel for site coverage and on-call support through the ServiceNow ticketing system. The technician provides technical support, systems refresh, software integration, and operations support; performs network and server operation or maintenance; installs, troubleshoots, and maintains products and equipment; identifies and repairs product failures; and orders or replaces parts. The role also provides onsite training to customer support personnel and remote support to telework and home users.
Requirements
- High school education with 0–3 years of experience, or commensurate experience.
- U.S. citizenship.
- High degree of technical proficiency.
- Excellent problem-solving skills and analytical abilities.
- Must be able to obtain and hold a Public Trust Clearance.
Nice To Haves
- At least 6 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 complete software installations remotely.
- CompTIA Network+ certification.
- CompTIA A+ certification.
- CompTIA Server+ certification.
- CompTIA Security+ certification.
Responsibilities
- Provide on-call support by identifying, researching, and resolving technical problems received via the ServiceNow ticketing system.
- Coordinate with network services, software systems engineering, and applications development to restore service and identify or correct core problems.
- Recommend systems modifications to reduce user problems.
- Perform routine system maintenance and analysis, including hardware configuration and adding, removing, or replacing equipment components.
- Install operating system patches and upgrades through SCCM Software Center.
- Provide remote support services for telework and home users.
- Help ensure user applications work over VPN and/or Citrix.
- Manage user relocation requests.
- Ensure devices are properly encrypted.
- Perform local onsite cabling.
- Provide onsite support for enterprise groups such as network and security operation centers.
- Restart network equipment, including switches and routers, as directed by enterprise networking.
- Replace defective network equipment.
- Assist users with mobile communication devices.
- Provide tier 2 support, including hardware troubleshooting, OS reinstallation, and assistance with device swapping.
- Assist with physical inventory as needed.
- Assist with receiving and receipting property.
- Process computer equipment for disposal and ensure disposal policies are followed.
- Ensure devices are fully wiped of information before leaving the facility.
- Troubleshoot video conferencing and audio/video system problems.
- Work with support staff on remote troubleshooting and repairs.
- Assist with setting 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
