Network Support Technician

About the role

Inserso is seeking Network Support Technicians to provide onsite and remote Tier 2 support for DHS customers worldwide. This position requires prompt action and quick resolution of user IT issues to minimize downtime, including hardware, software, applications, network diagnostics, cloud, and other IT services. The Network Support Technician reports to an Area Technical Lead and supports 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk-supported Tier II environment. The role relies on pre-established guidelines but also requires creativity and latitude.

Responsibilities

• Provide LAN administrator support with installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
• Support network-attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart displays, and sensors.
• Support mobile and wireless devices, including smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Maintain and check system health and backups, including restore testing.
• Monitor ITSM (ServiceNow) assignment groups and troubleshoot to resolve tickets.
• Update tickets following documentation templates to ensure quality requirements are met.
• Provide daily, weekly, and monthly activity reports describing accomplishments.
• Support inventory management and input into the customer’s inventory system.
• Install and maintain video teleconferencing infrastructure, assisting with user requests.
• Participate in after-hours support, on-call rotation, and special projects or events.
• Conduct new equipment deployments and provide deployment support.
• Provide cabling support within data centers, LAN rooms, and remote wiring closets.
• Analyze functional business requirements and design specifications for IT systems.
• Contribute to technical discussions and develop briefing materials to meet customer needs.
• Identify and fix problems within existing systems, enhance systems, and participate in next-generation IT system design and implementation.
• Translate customer needs into requirements for architecture, engineering, and COTS product implementation.
• Apply system engineering experience in areas such as telecommunications, computer languages, operating systems, databases, and middleware.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate Degree or equivalent experience.
• 1+ years of IT-related support experience, preferably in a helpdesk or customer support role.
• Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues.
• General knowledge of network products and systems.
• Experience in a rapid-paced, time-sensitive, high-quality environment.
• Excellent team and collaboration skills.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Must pass a Motor Vehicle Records check (position classified as a “Regular Driver”).
• Overnight travel may be required (typically less than 20%, with extended overnight and air travel less than 5% per year).
• Must be comfortable working in a Law Enforcement environment, which may include detention facilities, prisons, or jails.
• May be required to wear personal protective equipment and adhere to social distancing requirements.

Preferred Qualifications

• Prior experience providing technical enterprise support within a large, complex organization.
• Expertise in handling broad, complex assignments requiring originality and innovation.
• Ability to apply comprehensive knowledge across high-impact tasks.
• Experience evaluating system performance and recommending improvements.
• Experience performing IT hardware repairs and installing replacement parts.
• Experience planning and leading technology assignments and projects.
• Hands-on experience with server setup, configuration, administration, and backups.
• Experience functioning as a technical expert across multiple projects.
• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications.

Skills

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
• Ability to position oneself to access computer and related equipment connections.
• Capability to transport objects or equipment weighing up to 50 lbs.

Pay

The annual base salary range for this position is $55,000 – $72,000, considering factors such as knowledge, skills, experience, education, certifications, and geographic location.

Benefits

• Health Insurance
• Short and Long-Term Disability
• Life and AD&D Insurance
• 401(k)
• Company-Paid Holidays
• Paid Time Off (PTO) for vacation and personal matters