IT Service Technician at GovCIO in Camp Springs, MD

Summary: GovCIO is currently hiring for an IT Service Technician to provide onsite support for their federal customer. The role involves supporting onsite IT activities, troubleshooting technical issues, and coordinating maintenance activities for networks and servers. Responsibilities: - The employee provides support for all onsite IT activities - They consult with support teams, help desks, customers and other technical staff in the resolution of problems - They coordinate and perform operation and/or maintenance activities for networks/servers - They identify recurring problems and recommend steps to reduce the severity or frequency of problems - They install, troubleshoot and maintain an extensive variety of products and equipment - They deliver services and solutions in technical support, systems refresh, software integration, and operations support - They identify, analyze, and repair product failures, and order and replace parts as needed - They 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 - Local On-Site Cabling - 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 - 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 - Assist tier 1 Service Desk with answering user calls - Other duties as assigned Required Qualifications: - High School with 0-3 years (or commensurate experience) - US Citizen - High degree of technical proficiency - Excellent problem-solving skills and analytical abilities - Must be able to obtain and hold a Public Trust Clearance Preferred Qualifications: - 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 with using SCCM to remotely complete software installation - CompTIA Network+ - CompTIA A+ - CompTIA Server+ - CompTIA Security+ Required Skills: Technical proficiency, CompTIA A+, CompTIA Network+ Important Skills: SCCM familiarity, Microsoft Operating Systems Nice-to-Have Skills: Apple Macintosh troubleshooting, CompTIA Security+, CompTIA Server+ Benefits: Employee Assistance Program (EAP), Corporate Discounts, Learning & Development platform, to include certification preparation content, Training, Education and Certification Assistance*, Referral Bonus Program, Internal Mobility Program, Pet Insurance, Flexible Work Environment