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 provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This role relies on instructions and pre-established guidelines while allowing for creativity and latitude. The position supports surge requirements and may be included in future contract iterations based on evolving program needs.

Responsibilities

• Provide LAN administrator support with the 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 the health of systems and backups, including restore testing.
• Monitor ITSM (ServiceNow) assignment groups and troubleshoot to resolve tickets.
• Update tickets following documentation templates and guidelines to ensure quality requirements are met.
• Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
• Provide inventory support and input to the customer’s inventory system.
• Install and maintain video teleconferencing infrastructure, assisting with user requests.
• Participate in pre-scheduled after-hours support, weekly on-call rotation, and special projects or events.
• Conduct or provide new equipment deployments and deployment support.
• Provide cabling support and run cables within data centers, LAN rooms, and remote wiring closets.
• Analyze functional business requirements and design specifications for functional activities.
• Contribute to technical discussions and develop briefing materials to meet customer needs.
• Identify and fix problems within existing systems, design and implement new systems, and enhance existing systems.
• Understand customer needs and realities of commercially available IT products to create actionable requirements for implementation by the architecture and engineering team.
• Apply system engineering experience in areas such as telecommunications concepts, computer languages, operating systems, database/DBMS, 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% travel, with local short-notice travel common and extended overnight/air travel less than 5% per year).
• Must be comfortable working in a Law Enforcement environment, which may include locations similar to detention facilities, prisons, or jails. Personal protective equipment and social distancing may be required.

Preferred Qualifications

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

Physical and Mental Requirements

• 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.