IT Service Technician

Govcio LLC•New York, NY

2d•Onsite

About The Position

GovCIO is hiring an IT Service Technician to provide onsite IT support for a federal customer in Brooklyn, New York. The role supports onsite IT activities, service restoration, equipment maintenance, systems refreshes, software integration, operations support, and end-user assistance. The employee may occasionally travel for site coverage and must be able to obtain and hold a Public Trust Clearance. 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.

Requirements

High school education with 0–2 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 remotely complete software installation.
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 activities.
Identify recurring problems and recommend measures to reduce their severity or frequency.
Install, troubleshoot, and maintain a variety of products and equipment.
Deliver technical support, systems refresh, software integration, and operations support.
Identify, analyze, and repair product failures; 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.
Work with network services, software systems engineering, and application development teams to restore service and identify and correct core problems.
Recommend system modifications to reduce user problems.
Perform routine system maintenance and analysis, including hardware configuration and adding, removing, and replacing equipment components.
Install operating system patches and upgrades through SCCM Software Center.
Provide remote support to 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.
Support enterprise groups such as network and security operations centers.
Restart network equipment, including switches and routers, as directed by enterprise networking teams.
Replace defective network equipment.
Assist users with mobile communication devices.
Provide tier 2 support, including hardware troubleshooting, OS reinstallations, and device swaps.
Assist with physical inventory as needed and with receiving and receipting property.
Process computer equipment for disposal, ensure disposal policies are followed, and ensure devices are fully wiped before leaving the facility.
Troubleshoot video conferencing and audio/video systems and 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.
Answer Service Desk calls and assist users when call volumes are unusually high.
Perform other duties as assigned.