IT Service Technician

Govcio LLC•Gallitzin, PA

7h•Onsite

About The Position

GovCIO is currently hiring for an IT Service Technician to provide onsite support for a federal customer in St. Thomas, Virgin Islands. This position requires the employee to support all onsite IT activities, consult with various support teams, help desks, customers, and other technical staff for problem resolution. The role involves coordinating and performing operation and/or maintenance activities for networks/servers, identifying recurring problems, and recommending solutions. The technician will install, troubleshoot, and maintain a variety of products and equipment, deliver technical support, systems refresh, software integration, and operations support. They will also identify, analyze, and repair product failures, order and replace parts, and provide onsite training to customer support personnel. Occasional travel to other sites on the Virgin Islands is required. The employee will be required to obtain A+, ITIL Foundation, HDI certification, and one of Security+, Network+, or Server+ within six months of hire, with the cost of certification reimbursed by GovCIO.

Requirements

High School with 0-3 years (or commensurate experience)
US 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 an A+ certification within six months of hire.
Obtain an ITIL Foundation certification within six months of hire.
Obtain an HDI certification within six months of hire.
Obtain one of the following certifications within six months of hire: Security+, Network+, or Server+.

Nice To Haves

Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
Certification in Microsoft Operating Systems
Familiarity with SCCM remote resolution and with using SCCM to remotely complete software installation
CompTIA Network+
CompTIA A+
CompTIA Server+
CompTIA Security+

Responsibilities

Provide on-call support by identifying, researching and resolving technical problems received via the ServiceNow ticketing system.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Recommend systems modifications to reduce user problems.
Perform routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components.
Install operating system patches, upgrades etc. via SCCM Software Center.
Provide remote support services for telework/home users.
Help ensure user applications work over VPN and/or Citrix.
Manage user relocation requests.
Ensure devices are properly encrypted.
Local On-Site Cabling.
Provide on-site support for enterprise groups such as the 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 but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping.
Assist with physical inventory as needed.
Assist with receiving and receipting property.
Process computer equipment for disposal.
Ensure disposal policies are properly employed.
Ensure all devices are fully wiped of information before leaving the facility.
Troubleshoot system problems (Video Conferencing and Audio/Video O&M).
Work with support staff for remote troubleshooting and repairs (Video Conferencing and Audio/Video O&M).
Assist in setting up presentation devices and video conferencing units.
Support pre/post application releases.
Gather analyze, and report end-user support trends.
Assist tier 1 Service Desk with answering user calls.
Other duties as assigned.