Senior IT Service Technician

$65,520 - $65,520/Yr

GovCIO - Fairfax, VA

Full-time - Mid Level

Fairfax, VA

About the position

GovCIO is currently seeking a Senior IT Service Technician to provide onsite support for our federal customer in Fairfax, VA. This position is critical in ensuring the smooth operation of IT services and support for our clients. The technician will be responsible for a wide range of IT activities, including troubleshooting, maintenance, and support for various hardware and software systems. The role requires a high degree of technical proficiency and the ability to solve complex problems efficiently. The technician will work closely with support teams, help desks, and customers to resolve issues and provide solutions. They will coordinate and perform operational and maintenance activities for networks and servers, ensuring that all systems are functioning optimally. The technician will also be responsible for identifying recurring problems and recommending modifications to reduce their frequency or severity. In addition to technical support, the technician will provide training to customer support personnel and assist with asset inventory and disposal preparation. They will also support video conferencing and audio/video operations and maintenance, ensuring that all systems are functioning correctly and efficiently. This position may require occasional travel for site coverage, and the technician will be expected to provide on-call support as needed.

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 and 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 and gather, analyze, and report end-user support trends.

Requirements

• High School diploma with 5-8 years of relevant experience or commensurate experience.
• 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.