IT Technician
About The Position
Handle calls from a wide array of individuals from students to VIPs. Answer, validate and triage incoming phone-in Incidents and Requests. Process, validate and triage Incidents and Request submitted through the ticketing system. Review and validate ticket information. Routing and escalating tickets to appropriate support teams. Identifying and performing First Contact Resolution tickets. Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software. Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software. Configuration, setup, maintenance and troubleshooting for Client‘s computer systems, hardware, and software. Proficient in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices. Provide technical support to printers and other MFP devices. Images devices using PXE to support new and current equipment.
Requirements
- Security+ CE Certification (IAT Level II)
- Active Secret Clearance
Responsibilities
- Handle calls from a wide array of individuals from students to VIPs.
- Answer, validate and triage incoming phone-in Incidents and Requests.
- Process, validate and triage Incidents and Request submitted through the ticketing system.
- Review and validate ticket information.
- Routing and escalating tickets to appropriate support teams.
- Identifying and performing First Contact Resolution tickets.
- Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software.
- Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software.
- Configuration, setup, maintenance and troubleshooting for Client‘s computer systems, hardware, and software.
- Proficient in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices.
- Provide technical support to printers and other MFP devices.
- Images devices using PXE to support new and current equipment.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
