Senior IT Service Technician

$64,480 - $64,480/Yr

GovCIO - Camp Springs, MD

Full-time - Mid Level

Camp Springs, MD

About the position

GovCIO is seeking a Senior IT Service Technician to provide onsite support for federal customers in Camp Springs, MD. This role involves troubleshooting, maintaining, and supporting a variety of IT systems and equipment, ensuring efficient operations and user satisfaction. The technician will work closely with various teams to resolve technical issues and deliver high-quality service.

Responsibilities

• Provide onsite support for all IT activities and consult with support teams and customers.
• Coordinate and perform operation and maintenance activities for networks and servers.
• Identify recurring problems and recommend solutions to reduce their severity or frequency.
• Install, troubleshoot, and maintain a variety of products and equipment.
• Deliver services 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 for customer support personnel.
• Offer on-call support by resolving technical problems 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.
• Assist with local on-site cabling and provide support for enterprise groups.
• Restart network equipment as directed and replace defective network equipment.
• Assist users with mobile communication devices and provide tier 2 support.
• Assist with physical inventory and property receipting.
• Process computer equipment for disposal and ensure proper disposal policies are followed.
• Troubleshoot video conferencing and audio/video system problems and assist with setup.
• Support pre/post application releases and analyze end-user support trends.

Requirements

• High School diploma with 5-8 years of relevant experience or equivalent experience.
• High degree of technical proficiency in IT support.
• 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 for remote resolution and software installation.
• CompTIA Network+ certification.
• CompTIA A+ certification.
• CompTIA Server+ certification.
• CompTIA Security+ certification.

Benefits

• Competitive salary based on experience and qualifications.
• Opportunities for professional development and training.
• Health insurance and other standard benefits.