Network Support Technician (Temp)

This is a temporary position of undetermined length that requires obtaining a Public Trust clearance.

About the role

Inserso is seeking Network Support Technicians to provide support to our DHS customers worldwide. This position provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud, and other IT services, as requested. 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 position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Responsibilities

• Provide LAN administrator support with the installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
• Provide support of network-attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart displays, and sensors.
• Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Assist in 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.
• Update tickets following documentation templates and/or 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 provided inventory system for the customer.
• Install and maintain video teleconferencing infrastructure, including assisting with user requests.
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
• Conduct or provide new equipment deployments and/or requested 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.
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met.
• Identify and fix problems within existing systems, design/implement new systems, enhance existing systems, and participate in analysis, design, and new construction of next-generation IT systems.
• 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.
• Apply system engineering experience in one or more areas including 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.
• Must have excellent team skills and collaboration skills.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (typically less than 20%).
• Must maintain a state of travel readiness required to take prompt action on support requests, which may require local and/or overnight travel to Government locations (local short-notice travel to customer sites is common; extended overnight and air travel is typically less than 5% per year).
• Must be comfortable working in a Law Enforcement environment, which may consist of locations similar to detention facilities, prisons, or jails. If required to enter certain facilities, you may need to wear personal protective equipment and adhere to social distancing requirements.

Preferred Qualifications

• Prior experience of IT support in an Enterprise environment (10,000+ end-users).
• Possesses and applies expertise on multiple complex work assignments that are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Ability to apply a comprehensive knowledge across key tasks and high-impact assignments.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience performing IT hardware repairs and installing replacement parts.
• Experience planning and leading technology assignments and projects.
• Prior hands-on experience with the 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 Qualifications

• Effectively communicate with customers, stakeholders, and technical specialists.
• Position yourself to access computer and related equipment connections.
• Transport objects or equipment weighing up to 50 lbs.