IT Service Technician

Responsibilities

• Provides support for all onsite IT activities.
• Consults with support teams, help desks, customers and other technical staff in the resolution of problems.
• Covers operation and/or maintenance activities for networks/servers.
• Identifies recurring problems and recommends steps to reduce the severity or frequency of problems.
• Installs, troubleshoots, and maintains an extensive variety of products and equipment.
• Delivers services and solutions in technical support, systems refresh, software integration, and operations support.
• Identifies, analyzes, and repairs product failures, and orders and replaces parts as needed.
• Provides onsite training of customer support personnel.
• Other specific duties include:
• Provide on-call support by identifying, researching and resolving technical problems received via the ServiceNow ticketing system.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Recommend systems modifications to reduce user problems.
• Perform routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components.
• Install operating system patches, upgrades etc. via SCCM Software Center.
• Provide remote support services for telework/home users.
• Help ensure user applications work over VPN and/or Citrix.
• Manage user relocation requests.
• Ensure devices are properly encrypted.
• Local On-Site Cabling.
• Provide on-site support for enterprise groups such as the network and security operation centers.
• Restart network equipment, including switches and routers as directed by enterprise networking.
• Replace defective network equipment.
• Wireless Services.
• Aid users with mobile communication devices.
• Provide tier 2 support, including but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping.
• Asset Inventory Support.
• Assist with physical inventory as needed.
• Assist with receiving and receipting property.
• Dispose Preparation Support.
• Process computer equipment for disposal.
• Ensure disposal policies are properly employed.
• Ensure all devices are fully wiped of information before leaving the facility.
• Video Conferencing and Audio/Video O&M.
• Troubleshoot system problems.
• Work with support staff for remote troubleshooting and repairs.
• Assist in setting up presentation devices and video conferencing units.
• Support pre/post application releases.
• Gather analyze, and report end-user support trends.
• Assist tier 1 Service Desk with answering user calls.

Qualifications

• High School with 0-3 years (or commensurate experience)
• US Citizen
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities
• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
• Certification in Microsoft Operating Systems
• Familiarity with SCCM remote resolution and with using SCCM to remotely complete software installation
• CompTIA Network+
• CompTIA A+
• CompTIA Server+
• CompTIA Security+
• Clearance Required
• Must be able to obtain and hold a Public Trust Clearance.