IT Service Technician

GovCIO; Lee's Summit (MO); On-site; USD 48,000 - 58,000; Full time

Job summary

GovCIO is hiring an IT Service Technician to provide onsite support in Lee's Summit, MO. The role requires travel for site coverage and obtaining certifications within six months, including Security+, Network+, or Server+.

The candidate will perform on-call support via ServiceNow, patch OS, manage encryption, and support telework users with VPN/Citrix access, while coordinating with network and security teams.

Qualifications

• High School diploma or equivalent.
• USCitizen.
• Excellent problem-solving skills and analytical abilities.

Responsibilities

• Provide on-call support via ServiceNow by identifying, researching and resolving problems.
• Interact with network services and applications teams to restore service or identify root causes.
• Perform routine system maintenance and hardware upgrades.
• Install OS patches via SCCM Software Center.
• Provide remote support for telework/home users with VPN/Citrix access.
• Assist with device relocation requests and ensure devices are encrypted.
• Provide on-site support for enterprise groups including network/security operations.

Skills

On-call support

VPN/Citrix knowledge

Hardware/software troubleshooting

Remote support

Education

High School Diploma or GED

Microsoft Operating Systems Certification

SCCM Certification/Experience

CompTIA Network+

CompTIA A+

CompTIA Server+

CompTIA Security+

Tools

ServiceNow

SCCM Software Center

VPN

Citrix

Job description

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Lee's Summit, MO and will be an onsite position. All contract personnel may be required to travel occasionally for site coverage. Employee will be required to obtain an A+, ITIL Foundation, HDI certification, and one of the following within six months of hire: Security+, Network+, or Server+. The cost of certification will be reimbursed by GovCIO.

Responsibilities

• Provide on-call support by identifying, researching and resolving technical problems received via the ServiceNow ticketing system.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Recommend systems modifications to reduce user problems.
• Perform routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components.
• Install operating system patches, upgrades etc. via SCCM Software Center
• Provide remote support services for telework/home users.
  • Help ensure user applications work over VPN and/or Citrix.
• Manage user relocation requests.
• Ensure devices are properly encrypted.
• Local On-Site Cabling.
• Provide on-site support for enterprise groups such as the network and security operation centers.
  • Restart network equipment, including switches and routers as directed by enterprise networking.
  • Replace defective network equipment.
• Wireless Services
  • Assist users with mobile communication devices.
  • Provide tier 2 support, including but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping.
• Asset Inventory Support
  • Assist with physical inventory as needed.
  • Assist with receiving and receipting property.
• Disposal Preparation Support
  • Process computer equipment for disposal.
  • Ensure disposal policies are properly employed.
  • Ensure all devices fully wiped of information before leaving the facility.
• Video Conferencing and Audio/Video O&M
  • Troubleshoot system problems.
  • Work with support staff for remote troubleshooting and repairs.
  • Assist in setting up presentation devices and video conferencing units.
• Support pre/post application releases.
• Gather analyze, and report end-user support trends.
• Assist tier 1 Service Desk with answering user calls.
• Other duties as assigned.

Qualifications

Required Skills and Experience

• High School with 0-3 years (or commensurate experience)
• USCitizen
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities

Preferred Skills and Experience

• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
• Certification in Microsoft Operating Systems
• Familiarity with SCCM remote resolution and with using SCCM to remotely complete software installation
• CompTIA Network+
• CompTIA A+
• CompTIA Server+
• CompTIA Security+

Clearance Required:

Must be able to obtain and hold a Public Trust Clearance.

#ASG #NEON #NSS #TM #TMK

Posted Salary Range

USD $53,040.00 - USD $53,040.00 /Yr.