IT Service Technician

GovCIO; Washington (District of Columbia); On-site; USD 48,000 - 58,000; Full time

Job summary

GovCIO is seeking an IT Service Technician to provide on-site support in Washington, DC for a federal customer. Role requires obtaining A+, ITIL Foundation, HDI, and one of Security+, Network+, or Server+ within six months; GovCIO will reimburse certification costs.

Travel may be required for site coverage. Responsibilities include on-call problem resolution via ServiceNow, hardware maintenance, OS patching via SCCM, VPN/Citrix access support, asset handling and on-site support for

Qualifications

• High School diploma or equivalent; 0–3 years IT helpdesk experience.
• US Citizenship required.
• Strong troubleshooting and analytical skills.

Responsibilities

• Provide on-call support by identifying, researching and resolving technical problems via ServiceNow tickets.
• Interact with network services, software systems engineering, and applications development to restore service and identify root causes.
• Recommend systems modifications to reduce user problems.
• Perform routine system maintenance and hardware changes.
• Install OS patches and upgrades via SCCM Software Center.
• Provide remote support for telework/home users; ensure VPN/Citrix access.
• Manage user relocation requests and ensure devices are encrypted.
• Provide on-site support for enterprise groups including network/security operation centers.
• Troubleshoot video conferencing and A/V; assist in setup of presentation devices.
• Support pre/post application releases; report end-user support trends.
• Assist tier 1 Service Desk with user calls.
• Other duties as assigned.

Skills

USCitizen

Technical proficiency

Problem-solving

Analytical abilities

Apple Macintosh troubleshooting

Education

High School diploma

Tools

SCCM

ServiceNow

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 Washington, DC 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.