IT Support Tech II

Peraton•Irvine, CA

9d•Onsite

About The Position

Peraton is seeking an experienced IT Technical Support Technician to support day-to-day operations for the City of Irvine and Police Department. This position is based in Irvine, California, is 100% on-site, and requires candidates to be local. The work schedule is Monday through Friday, with 8-hour workdays, rotating shifts, and flexibility required. Travel is frequent, and work is generally performed at the customer site. The role provides expert and second-tier technical support and analysis, including advising on installation, adaptation, configuration, and enhancement of technical products, programs, and systems. The technician tests systems, trains customers, troubleshoots technical problems, adapts products to customer requirements, maintains trouble logs, and instructs users in computer use. The role also investigates users’ information, network, and communications needs and recommends software and hardware purchases. The technician partners with developers and engineers to reduce recurring incidents and answers questions about installation, operation, configuration, customization, and usage of designated systems and services. The position combines desk-based support with hands-on technical work and equipment deployments. Approximately 80% of the work is at a workstation and 20% involves physical activities such as hardware installation, troubleshooting, inventory management, and equipment decommissioning. Duties may take place in offices, warehouses, data centers, telecommunications closets, and field environments, with applicable safety requirements observed.

Requirements

High school diploma and 3 years of experience.
U.S. citizenship or Green Card holder status.
Ability to pass a City of Irvine Live Scan background check and polygraph examination.
Excellent customer service skills and ability to communicate effectively with end users.
Experience providing technical support and performing technical analysis.
Strong front-line troubleshooting skills and basic-to-intermediate knowledge of networking concepts such as TCP/IP, VPN, DNS, and DHCP.
Hands-on experience installing, configuring, adapting, and enhancing technical products, software, and systems.
Proficiency with common software and hardware technologies used in enterprise environments.
Ability to work efficiently under pressure and meet strict deadlines in a fast-paced setting.
Experience supporting Zoom and Microsoft Teams.
Proficiency supporting Active Directory, Azure AD, Intune, and Microsoft 365 applications.
Working knowledge of IT service management tools such as ServiceNow, Jira, or similar platforms.
Ability to lift, carry, push, and move IT equipment weighing up to 50 pounds unassisted; heavier equipment may require team lifting or material-handling equipment.
Ability to stand, walk, bend, stoop, kneel, crouch, work in confined spaces, and climb ladders while installing, troubleshooting, and maintaining IT equipment.
Manual dexterity and fine motor skills for working with server components, network equipment, patch panels, cabling, and other technical hardware.
Ability to safely operate hand trucks and pallet jacks.
Ability to work in office, warehouse, data center, telecommunications closet, and field environments while following applicable safety requirements.

Nice To Haves

ITIL v4 certification.
Experience supporting a public entity, large non-profit, or large corporation.
Experience working directly with C-level executives.

Responsibilities

Provide expert and second-tier technical support and analysis to field engineers and technicians.
Advise on installation, adaptation, configuration, and enhancement of technical products, programs, and systems.
Test systems and train and support customers on technical aspects of designated systems and services.
Troubleshoot technical problems, resolve product issues, and modify products to meet customer requirements.
Maintain trouble logs and instruct users in the use of computers.
Investigate users’ information, network, and communications needs and recommend software and hardware purchases.
Partner with developers and engineers to reduce recurring incidents.
Answer questions about installation, operation, configuration, customization, and usage of designated systems and services.
Perform hands-on hardware installation, troubleshooting, inventory management, equipment deployments, relocation, and decommissioning.
Support asset management and e-waste activities, including inventory audits, equipment packaging, pallet organization, hard drive removal, and preparation of retired equipment for secure disposal or recycling.
Maintain organized storage, inventory, and equipment staging areas.
Travel frequently and generally perform work at the customer site.