Network Support Technician (Government)

About the role

This position requires a minimum of five days per week on‑site at the customer’s location in El Paso, TX. The Network Support Technician (NST) provides onsite and remote Tier 2 support for the Immigration and Customs Enforcement (ICE) Office of Chief Information Officer (OCIO) program, handling hardware, software, applications, network diagnostics, cloud services, and other IT issues to minimize downtime. The NST reports to an Area Technical Lead and supports 24 × 7 LANs, associated applications, peripherals, and end‑users in a Service Desk‑supported Tier II environment.

Responsibilities

• Provide LAN administrator support, including installation, configuration, and maintenance of network communication devices, servers, 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 verify system health and backups, including restore testing.
• Monitor ServiceNow (ITSM) assignment groups and troubleshoot tickets to resolution.
• Update tickets using documentation templates and guidelines to meet quality requirements.
• Produce daily, weekly, and monthly activity reports describing completed work.
• Provide inventory support and input data into the customer’s inventory system.
• Install and maintain video teleconferencing infrastructure and assist with user requests.
• Participate in pre‑scheduled after‑hours support, weekly on‑call rotation, and special projects or events.
• Deploy new equipment and provide deployment support as requested.
• Provide cabling support, running cables in 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/implement new systems, and enhance existing systems.
• Understand customer needs and commercially available IT products to create implementable requirements.
• Apply system‑engineering expertise in telecommunications, operating systems, databases/DBMS, middleware, or related areas.

Required Qualifications

• U.S. citizenship and ability to pass DHS Employment Eligibility Verification.
• Associate degree or equivalent experience.
• At least 1 year of IT‑related support experience, preferably in a help‑desk or customer‑support role.
• Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues.
• General knowledge of network products and systems.
• Experience working in a rapid‑paced, time‑sensitive, high‑quality environment.
• Excellent team and collaboration skills.
• Strong attention to detail and follow‑through.
• Ability to work with minimal supervision.
• Pass a Motor Vehicle Records check (position classified as “Regular Driver”).
• Willingness to travel locally (short‑notice) and occasionally overnight (typically < 5 % per year).
• Comfort working in law‑enforcement environments such as detention facilities, prisons, or jails, and ability to use personal protective equipment and follow social‑distancing requirements when required.
• Public Trust clearance (Public Trust #publictrust).

Desired Qualifications

• Prior experience providing technical enterprise support within a large, complex organization.
• Ability to handle multiple complex assignments with originality and innovation.
• Comprehensive knowledge across key tasks and high‑impact assignments.
• 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 and backup setup, configuration, and administration.
• Technical expertise across multiple project assignments.
• Certifications such as ITIL v4, MCSE, A+, Security+, Network+, or other relevant credentials.

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 lb.
• Reasonable accommodations will be provided for qualified individuals with disabilities, provided they do not impose undue hardship.

Pay

The Network Support Technician earns between $61,600 and $68,000 annually. Starting salary within this range may depend on geography, experience, expertise, and education/training.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid time off and holidays (minimum 23 days vacation per year plus 9 company‑designated holidays)
• Paid parental leave
• Paid caregiver leave
• Additional sick leave beyond statutory requirements (unprotected)
• Adoption reimbursement
• Short‑term and long‑term disability benefits
• Life and accidental death insurance
• Supplemental benefit programs: critical illness/accident, hospital indemnity, group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50 % on eligible AT&T mobility plans, accessories, internet (including fiber where available), and wireline phone services

Schedule

• Weekly hours: 40
• Time type: Regular
• Location: El Paso, Texas (customer site)