IT Service Technician

Govcio LLC•Washington, DC

3d•Onsite

About The Position

GovCIO is hiring an onsite IT Service Technician to provide support for a federal customer in Washington, DC. Contract personnel may occasionally travel for site coverage. The employee must 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 role requires the ability 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.
Must obtain A+, ITIL Foundation, and HDI certifications, plus one of Security+, Network+, or Server+ within six months of hire; certification costs are reimbursed by GovCIO.

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 complete remote 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 ways to reduce their severity or frequency.
Install, troubleshoot, and maintain a broad range of products and equipment; deliver technical support, systems refresh, software integration, and operations support.
Identify, analyze, and repair product failures, and order and replace parts as needed.
Provide onsite training to customer support personnel.
Provide on-call support by identifying, researching, and resolving technical problems received through the ServiceNow ticketing system.
Coordinate with network services, software systems engineering, and applications development to restore service and identify and correct core problems.
Recommend system modifications to reduce user problems.
Perform routine system maintenance and analysis, including hardware configurations and adding, removing, and replacing equipment components.
Install operating system patches and upgrades through SCCM Software Center.
Provide remote support for telework and home users; help ensure user applications work over VPN and/or Citrix.
Manage user relocation requests and ensure devices are properly encrypted.
Perform local onsite cabling and 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, and replace defective network equipment.
Assist users with mobile communication devices and provide tier 2 support, including hardware troubleshooting, OS reinstallation, and device swapping.
Assist with physical inventory, receiving, and receipting of 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 systems, work with support staff on remote troubleshooting and repairs, 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.