IT Service Technician 1 #2650

Overview

GovCIO is seeking an IT Service Technician 1 to provide technical support for end-users in a variety of areas including desktop support, asset inventory, AV & VTC troubleshooting, and network/systems administration. The position is onsite in Essex Junction, VT.

Responsibilities

Installs, troubleshoots and maintains an extensive variety of products and equipment. Deliver services and solutions in technical support, systems refresh, software integration, and operations support. Identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Recommends which products or services best fit the customers' needs. May provide onsite training of customer support personnel.

1. Provides on-call support by identifying, researching and resolving technical problems received via telephone calls, emails, and/or personnel requests.
2. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
3. Recommends systems modifications to reduce user problems.
4. Performs routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components.
5. Installs operating system patches, upgrades, restores, back-ups, etc.
6. May be trained to perform Critical Incident Response, Account Management or Problem Management duties.

The IT Service Technician is responsible for all local IT activity in a majority Windows environment.  They will receive their work through the ServiceNow ticketing system.  Assigned work may include the following.

• Provide desktop, application, and network application incident resolution
• Identify and resolve hardware issues, including replacement of worn or broken parts.
• Install software manually or via the SCCM Software Center client.
• Provide remote support services for telework/home users.
• Help ensure user applications work properly over VPN and Citrix.
• Manage user relocation requests
• Encryption Services
• Ensure laptops are properly encrypted
• Encrypt laptops discovered without encryption
• Provide password recovery for encrypted devices
• Local On-Site Cabling
• Account Management Services utilizing Active Directory.
• Provide on-site support for enterprise groups such as the network and security operation centers.
• Network support
• In conjunction with network operations, restart network equipment including switches and routers
• Replace defective network equipment, including switches and routers
• Wireless Services
• Assist users with mobile communication devices (mobile phones, iPads, and laptops) with incident support tickets
• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, and equipment swapping support
• Asset Inventory Support
• Assist with physical inventory as needed.
• Assist in receiving and receipting property
• Transfer of property to other organizations
• Process computer equipment for excess and disposition
• Disposal Preparation Support
• Ensure disposal policies and procedures are employed
• Ensure every device is wiped/degaussed prior to site removal
• Video Conferencing and Audio/Video O&M
• Troubleshoot system problems and repairs
• Work with support staff for remote troubleshooting and repairs
• Assist in setting up presentation devices and Video Conference units
• Set up, ensure functionality, be available during events and shut down video conferences
• Support pre/post application releases
• Gather analyze, and report end-user support trends
• Other duties as assigned

Qualifications

High School with 0-2 years (or commensurate experience)

• US Citizen
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities
• Clearance required: Public Trust
• must be able to obtain Public Trust

Preferred Qualifications, Skills, and Experience

• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
• Certification in UNIX and 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+

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $22 - $22 Hourly