IT Service Technician - Imaging Specialist

Govcio LLC•Ballenger Creek, MD

28d•Onsite

About The Position

GovCIO is hiring an IT Service Technician to provide onsite support for a federal customer at a centralized imaging center in Frederick, Maryland. The primary focus is imaging, quality assurance, and distribution of laptops. The technician will troubleshoot imaging issues, work with the image creation team to address recurring problems, and coordinate with support teams, help desks, customers, and other technical staff to resolve issues. The position may also involve occasional travel for site coverage and a broad range of onsite and remote IT support duties, including systems refresh, software integration, operations support, device and network troubleshooting, user assistance, inventory, equipment disposal, and audiovisual support. 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 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.
Strong understanding of TCP/IP, including IP boundaries.
High degree of technical proficiency.
Excellent problem-solving skills and analytical abilities.
Obtain A+, ITIL Foundation, and HDI certifications within six months of hire, and obtain one of Security+, Network+, or Server+ within six months of hire; certification costs are reimbursed by GovCIO.
Must be able to obtain and hold a Public Trust Clearance.

Nice To Haves

Direct experience troubleshooting imaging with SCCM and/or Intune.
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+ certification.
CompTIA A+ certification.
CompTIA Server+ certification.
CompTIA Security+ certification.

Responsibilities

Image laptops and perform quality assurance on imaged devices at a fast pace, working with the image creation team to resolve issues.
Identify, research, and resolve technical problems received through the ServiceNow ticketing system.
Consult and coordinate with support teams, help desks, customers, and technical staff to resolve problems.
Work with network services, software systems engineering, and application development to restore service and identify or correct underlying problems.
Identify recurring imaging problems and recommend steps to reduce their severity or frequency.
Recommend system 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 to telework and home users and help ensure 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 to enterprise groups, including network and security operations 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 swaps.
Assist with physical inventory, receiving, and receipting property.
Prepare computer equipment for disposal, follow disposal policies, and ensure devices are fully wiped before leaving the facility.
Troubleshoot video conferencing and audiovisual systems, coordinate remote troubleshooting and repairs, and help set up presentation and video conferencing equipment.
Support pre- and post-application releases.
Gather, analyze, and report end-user support trends.
Assist the tier 1 Service Desk with answering user calls.
Provide onsite training to customer support personnel.
Perform other duties as assigned.