Mid-level IT Service Technician #4306

$45,760 - $45,760/Yr

GovCIO - Bossier City, LA

Full-time - Mid Level

Bossier City, LA

About the position

GovCIO is currently seeking a Mid-level IT Service Technician to provide onsite support for our federal customer in Bossier City, LA. This position is critical in ensuring the smooth operation of IT services and support for our clients. The technician will be responsible for a variety of onsite IT activities, including consulting with support teams, help desks, and customers to resolve technical issues. The role requires a high degree of technical proficiency and the ability to coordinate and perform maintenance activities for networks and servers. The technician will also be tasked with identifying recurring problems and recommending solutions to reduce their frequency or severity. In this role, the technician will install, troubleshoot, and maintain a wide range of products and equipment. They will deliver services and solutions in technical support, systems refresh, software integration, and operations support. The technician will be responsible for identifying, analyzing, and repairing product failures, ordering and replacing parts as necessary, and providing onsite training for customer support personnel. Specific duties include providing on-call support through the ServiceNow ticketing system, interacting with network services and software systems engineering to restore services, 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. Additional responsibilities include assisting users with mobile communication devices, providing tier 2 support, and managing asset inventory support. The technician will also be involved in the disposal preparation of computer equipment, ensuring compliance with disposal policies, and troubleshooting video conferencing and audio/video systems. This position requires a proactive approach to gather, analyze, and report end-user support trends, along with other duties as assigned.

Responsibilities

• Provide support for all onsite IT activities.
• Consult with support teams, help desks, customers, and other technical staff in the resolution of problems.
• Coordinate and perform operation and/or maintenance activities for networks/servers.
• Identify recurring problems and recommend steps to reduce the severity or frequency of problems.
• Install, troubleshoot, and maintain an extensive 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, and order and replace parts as needed.
• Provide onsite training of customer support personnel.
• 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.
• 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.
• Assist users with mobile communication devices.
• Provide tier 2 support, including but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping.
• Assist with physical inventory as needed.
• Assist with receiving and receipting property.
• Process computer equipment for disposal.
• Ensure disposal policies are properly employed.
• Ensure all devices are fully wiped of information before leaving the facility.
• Troubleshoot system problems related to video conferencing and audio/video O&M.
• 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.
• Other duties as assigned.

Requirements

• High School diploma with 2-5 years of relevant experience or commensurate experience.
• US Citizenship is required.
• High degree of technical proficiency.
• Excellent problem-solving skills and analytical abilities.

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.
• CompTIA Network+ certification.
• CompTIA A+ certification.
• CompTIA Server+ certification.
• CompTIA Security+ certification.