Junior IT Service Technician

$41,600 - $41,600/Yr

GovCIO - Boise, ID

Full-time - Entry Level

Boise, ID

About the position

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Boise, ID and will be an onsite position. The IT Service Technician will be part of a team that provides support for all onsite IT activities, ensuring that all technical issues are resolved efficiently and effectively. The role involves consulting with support teams, help desks, customers, and other technical staff to resolve problems, as well as coordinating and performing operation and maintenance activities for networks and servers. The technician will be responsible for identifying recurring problems and recommending steps to reduce their severity or frequency. In this position, the technician will install, troubleshoot, and maintain a wide variety of products and equipment. They will deliver services and solutions in technical support, systems refresh, software integration, and operations support. The technician will also identify, analyze, and repair product failures, ordering and replacing parts as needed. Onsite training of customer support personnel will also be part of the job responsibilities. Specific duties include providing on-call support through the ServiceNow ticketing system, interacting with network services and software systems engineering to restore service, and performing routine system maintenance and analysis functions. The technician will also manage user relocation requests, ensure devices are properly encrypted, and provide support for enterprise groups such as network and security operation centers. They will assist users with mobile communication devices and provide tier 2 support, including hardware troubleshooting and OS reinstall. Additionally, the technician will support asset inventory, assist with the disposal of computer equipment, and troubleshoot video conferencing and audio/video systems. This role requires a high degree of technical proficiency and excellent problem-solving skills, making it essential for the technician to be proactive and detail-oriented in their approach to IT service support.

Responsibilities

• Provide onsite support for all IT activities.
• Consult with support teams, help desks, customers, and technical staff to resolve problems.
• Coordinate and perform operation and maintenance activities for networks and servers.
• Identify recurring problems and recommend steps to reduce their severity or frequency.
• Install, troubleshoot, and maintain a variety of products and equipment.
• Deliver services and solutions in technical support, systems refresh, software integration, and operations support.
• Identify, analyze, and repair product failures, ordering and replacing parts as needed.
• Provide onsite training of customer support personnel.
• Provide on-call support via the ServiceNow ticketing system.
• Interact with network services and software systems engineering to restore service and correct core problems.
• Recommend systems modifications to reduce user problems.
• Perform routine system maintenance and analysis functions, including hardware configurations.
• Install operating system patches and upgrades via SCCM Software Center.
• Provide remote support services for telework/home users.
• Manage user relocation requests and ensure devices are properly encrypted.
• Provide on-site support for enterprise groups such as network and security operation centers.
• Assist users with mobile communication devices and provide tier 2 support.
• Support asset inventory and assist with physical inventory as needed.
• Process computer equipment for disposal and ensure proper disposal policies are employed.
• Troubleshoot system problems and repairs for video conferencing and audio/video systems.

Requirements

• High School diploma or GED with 0 - 2 years of experience or commensurate experience.
• US Citizen with a high degree of technical proficiency.
• Excellent problem-solving skills and analytical abilities.
• Experience troubleshooting Apple Macintosh software and hardware in a customer service role (preferred).
• Certification in Microsoft Operating Systems (preferred).
• Familiarity with SCCM remote resolution and using SCCM for software installation (preferred).
• CompTIA Network+, CompTIA A+, CompTIA Server+, CompTIA Security+ certifications (preferred).

Nice-to-haves

• 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 using SCCM to remotely complete software installation.

Benefits

• Competitive hourly wage of $20.00.
• Opportunities for professional development and training.
• Supportive work environment focused on transforming government IT.