Network Support Technician

Inserso Corporation; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Inserso Corporation seeks a Network Support Technician to provide onsite and remote Tier 2 IT support for DHS customers worldwide. The role involves resolving hardware, software, network, cloud and related IT issues, while adhering to established guidelines and procedures.

You will work under the Area Technical Lead in a 24x7 environment, supporting LANs, devices, and backups, and participating in after-hours on-call rotations and special projects. U.S. citizenship and DHS eligibility required.

Qualifications

• 1+ years IT 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 environment.
• Must pass DHS E-Verify process and clearance requirements.

Responsibilities

• Provide LAN administrator support with installation, configuration and maintenance of network devices, servers, storage and backup units.
• Support networked devices including computers, printers, biometric devices, ECGs, x-ray machines and sensors.
• Assist in testing, applying, and maintaining server configurations and security patches.
• Monitor ITSM (ServiceNow) tickets and provide timely updates and reports.
• Contribute to after-hours support and deployment projects as needed.
• Perform cabling and deployments in data centers and wiring closets.

Skills

IT support

Troubleshooting

Team collaboration

Customer service

Time management

Education

Associate degree or equivalent

Tools

LAN networking

Job description

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 display, 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.
• Monitors ITSM (ServiceNow) assignment groups and applies 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.
• Responsible for installing and maintaining video teleconferencing infrastructure to include 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.
• Analyzes 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.
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems.
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products.
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.

Required Skills/Experience

• 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 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 (Actual travel percentage varies based upon location but is 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 the position requires you to enter certain facilities, you may be required to wear personal protective equipment and adhere to social distancing requirements.

Preferred Skills/Experience

• Prior experience of IT support in an Enterprise environment (10,000+ end‑users).
• Possesses and applies expertise on multiple complex work assignments which 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/or Mental Qualifications

• Effectively communicate with customers, stakeholders, and technical specialists.
• This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.