Sr Technician - IT Field Services

MAXIMUS; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as an IT Field Services Sr Technician, where you will be the technical lead ensuring seamless support for business and IT projects. This role involves hands-on troubleshooting, managing relationships with vendors, and providing top-notch Tier 3 support. You will become the subject matter expert for various applications, conduct equipment servicing, and ensure compliance with IT standards. If you thrive in a dynamic environment and are passionate about technology, this position offers a unique opportunity to make a significant impact while working with a dedicated team focused on improving government services.

Qualifications

• 4-6 years of IT experience with strong technical support skills.
• Cisco and Microsoft certifications preferred.

Responsibilities

• Provide Tier 3 support and manage technical issues for staff.
• Conduct routine equipment servicing and maintain IT assets.

Skills

Technical Support

Troubleshooting

Communication Skills

Organizational Skills

Multi-tasking

Education

High School Diploma or GED

Associate Degree

Tools

Windows OS

Mac OS

Linux OS

Active Directory

Ticketing System

Job description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process, and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

Job Summary

The IT Field Services Sr Technician is the senior subject matter expert for one or more lines of business. The position is responsible for supporting business and IT projects, incident, and service request resolutions, change implementations, technical process documentation and to ensure daily business availability and overall client objectives are met. This role is also considered to be the technical lead for the supervisor that identifies, researches, and resolves technical issues for our Tier 1 and 2 technicians. Sr Technicians also manage the relationship with the business and IT.

Job Duties/Responsibilities:

1. Work in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
2. Provide Tier 3 Level support for requests that cannot be resolved remotely where on-site hands-on inspection and remediation is required.
3. Identify, research, resolve technical issues for local and remote staff.
4. Become the subject matter expert for various software applications and end point configurations for the business.
5. Conduct routine equipment servicing out in the field.
6. Perform on-site activities related to installation, repair, management and maintenance.
7. Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.
8. Document, track, and monitor problems to ensure timely resolution within the established SLA’s of the business.
9. Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.
10. Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.
11. Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.
12. Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.
13. Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
14. Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
15. Perform technology upgrades and refreshes.
16. Maintain Active Directory Users and Computers.
17. Administer user accounts and permissions to various applications, as well as client software.
18. Assist with Service Desk surge support.
19. Perform other duties as assigned by management.

Minimum Requirements:

1. High school diploma or GED required. Associate degree preferred or equivalent combination of education, technical training or work experience considered in lieu of degree.
2. Minimum of 4-6 years of related IT experience.
3. Cisco and Microsoft certifications preferred.
4. Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
5. Strong organizational skills and ability to multi-task in a medium-size business environment.

Physical Requirements:

1. Ability to sit for up to 80% of time.
2. Ability to lift up to 40 pounds required.
3. Travel may be required as needed.