IT Technician

Engenix•Newport News, VA

6d•Onsite

About The Position

This position is for an IT Technician at Ft. Eustis, Full Time, and is contingent. The role involves handling calls from a wide array of individuals, from students to VIPs, and answering, validating, and triaging incoming phone-in Incidents and Requests. The technician will also process, validate, and triage Incidents and requests submitted through the ticketing system, review and validate ticket information, and route and escalate tickets to appropriate support teams. Responsibilities include 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, and providing best-effort support for technical information/assistance on non-standard computer systems, hardware, and software. The role also includes configuration, setup, maintenance, and troubleshooting of the Client's computer systems, hardware, and software, proficiency in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices, and providing technical support to printers and other MFP devices. The technician will also image devices using PXE to support new and current equipment.

Requirements

Security+ CE Certification (IAT Level II)
Active Secret Clearance
Must be a US Citizen.
Candidates applying for this job must be authorized to work for any employer in the US, independently.
The candidate must undergo a background check in order to access information in support of this position.
Inability to obtain and maintain a DoD Common Access Card and SECRET eligibility security clearance may result in the candidate being ineligible for this position.

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 requests 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 of the 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.