IT Service Technician, Imaging Specialist

Job Title: IT Service Technician - Imaging Specialist

Company: GovCIO

About the Role

• Provide onsite support for a federal customer in Frederick, MD.
• Position is located in Frederick, MD and is an onsite position.
• Contract personnel may be required to travel occasionally for site coverage.

Key Responsibilities

• Support the imaging and distribution of laptops at a centralized imaging center.
• Consult with support teams, help desks, customers, and other technical staff in the resolution of problems.
• Work closely with the image creation team to identify recurring problems and recommend steps to reduce the severity or frequency of problems.
• Perform generalized IT support, including troubleshooting and maintaining a 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.
• Image and perform QA on imaged devices at a fast pace, working closely with the image creation team to quickly resolve issues.
• Identify, research, and resolve 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.
• Perform 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.
• Provide wireless services.
• 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 video conferencing and audio/video O&M 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.

Requirements & Tech Stack

• US Citizen
• Strong understanding of TCP/IP, including IP boundaries.
• High degree of technical proficiency.
• Excellent problem-solving skills and analytical abilities.
• Experience troubleshooting imaging problems in SCCM and/or Intune.

Qualifications

• High School diploma with 0-3 years of experience (or commensurate experience).
• Public Trust Clearance required.
• Required Certifications (to be obtained within six months of hire, cost reimbursed by GovCIO):
• A+
• ITIL Foundation
• HDI Certification
• One of the following: Security+, Network+, or Server+

Preferred Skills and Experience

• Direct experience troubleshooting imaging with SCCM and/or Intune.
• 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+
• CompTIA A+
• CompTIA Server+
• CompTIA Security+