IT Support Technician

Responsibilities

• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors. Also provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
• Aid in testing, applying, and maintaining server configurations and related security patches, as well as maintaining and checking the health of systems and backups to include restore testing
• Monitor ITSM (ServiceNow) assignment groups and apply troubleshooting needed to resolve tickets
• Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure
• Understand the needs of the customers and the realities of commercially available IT products and create requirements that will allow implementation by the architecture and engineering team and COTS products
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events

Requirements

• Associates Degree, and at least 1 year of IT help desk support experience
• Or High school diploma/GED, and at least 3 years of IT help desk support experience
• Hands-on experience with providing network, computer, server, device imaging/encryption, mobile, server and backup support
• Experience using the ServiceNow ticketing system (or similar ticketing system)
• Experience with the Microsoft Windows 11 operating system
• Experience with Microsoft Office365, including Microsoft Teams
• Experience with end-point management and reporting tools (SCCM, Bomgar, Zscaler, and PowerShell scripting)
• Familiarity with the ITIL process
• Good technical writing, presentation, and documentation skills
• Must be able and willing to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs
• Must have a valid driver's license, access to personal transportation, and be able to pass a Motor Vehicle Records check
• Local and/or overnight travel to Government locations is required (local short notice travel to customer sites is common; extended overnight and air travel is typically less than 15% per year)
• Must be comfortable working in a Law Enforcement environment, which may consist of locations such as detention facilities, prisons, or jails
• Must be able to obtain and maintain facility credentials/authorization

Qualifications

• Prior experience of IT support in an Enterprise environment
• Experience with Windows Server 2019 and Hyper-V
• Experience with InfoBlox and NetBackup
• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Experience evaluating system performance results and recommending improvements or optimizations
• Experience planning and leading technology assignments and projects
• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications

Benefits

• Health, dental, and vision insurance
• Paid time off and holidays
• Retail benefits (including 401(k) matching)
• Education reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Compensation

$33.00 - $35.00