LAN Technician - USCG Academy

ITC Federal, Inc.•New London, CT

9d•Onsite

About The Position

The LAN Technician is the first point of contact for IT-related inquiries and issues across the United States Coast Guard Academy customer base, including cadets, faculty, and staff. The role provides timely technical support, troubleshoots hardware, software, network, and connectivity problems, and escalates complex issues to Tier 2 or specialized IT teams. The technician also assists with user account administration, workstation deployment, IT inventory, and documentation. This is a full-time, onsite position in New London, Connecticut. The employee will be required to obtain a Public Trust security clearance. Candidates must be able to function in a general office environment.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related field.
At least 3 years of experience in the design, implementation, maintenance, and operation of large, complex IP communications networks and related equipment.
Knowledge of automation and shell scripting.
Familiarity with network monitoring tools.
Knowledge of routing and IP protocols.
Basic understanding of server virtualization for performing local tasks.
Understanding of firewall, Intrusion Detection System, IPSec, and VPN technologies and concepts.
Ability to function in a general office environment.
Ability to obtain a Public Trust security clearance.

Responsibilities

Serve as the first point of contact for IT support requests received by phone, email, and ticket system from cadets, faculty, and staff.
Troubleshoot network-related issues and connectivity.
Diagnose and resolve hardware issues involving laptops, desktops, printers, and mobile devices, as well as software issues across platforms such as Windows and Office 365.
Log issues and resolutions in the USCGA ticketing system.
Guide users through problem-solving processes and provide clear instructions to non-technical users.
Manage user accounts, including password resets, access requests, and basic administration in Active Directory and other systems.
Install, configure, and deploy workstations, peripherals, and software; assist with member onboarding and offboarding.
Escalate complex or unresolved issues to Tier 2 support or specialized IT teams when necessary.
Maintain and update a knowledge base with technical documentation, troubleshooting steps, and FAQs.
Assist with IT inventory management and asset tracking.