IT Technician
About The Position
This position involves handling calls from a wide array of individuals, from students to VIPs, and processing incoming Incidents and Requests submitted through the ticketing system. The role requires reviewing and validating ticket information, routing and escalating tickets to appropriate support teams, and identifying and performing First Contact Resolution tickets. Responsibilities include providing technical information and assistance on configuration, setup, maintenance, and initial troubleshooting of standard computer systems, hardware, and software, as well as best-effort support for non-standard systems. The technician will be responsible for the configuration, setup, maintenance, and troubleshooting of the Client's computer systems, hardware, and software, with proficiency in troubleshooting Windows operating systems and Office 365 on various devices. Additionally, the role involves providing technical support for printers and other MFP devices, and imaging devices using PXE.
Requirements
- Security+ CE Certification (IAT Level II)
- Active Secret Clearance
- Candidates applying for this job must be authorized to work for any employer in the US, independently.
- Must be a US Citizen.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
