IT Service Technician

About the Role

GovCIO is hiring an IT Service Technician to provide onsite support for a federal customer in New York City, NY. Travel may be required occasionally for site coverage.

Key Responsibilities

• Provide support for all onsite IT activities.
• Consult with support teams, help desks, customers, and other technical staff to resolve problems.
• Coordinate and perform operation and/or maintenance activities for networks/servers.
• Identify recurring problems and recommend steps to reduce their severity or frequency.
• Install, troubleshoot, and maintain 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/replace parts as needed.
• Provide onsite training to 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, including hardware configurations and adding/removing/replacing equipment components.
• Install operating system patches and upgrades 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 onsite cabling.
• Provide onsite support for enterprise groups such as 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 hardware troubleshooting, OS reinstall, and assisting with device swapping.
• Assist with physical asset inventory and receiving/receipting property.
• Process computer equipment for disposal, ensuring disposal policies are employed and all devices are fully wiped of information before leaving the facility.
• Troubleshoot video conferencing and audio/video 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.
• Answer Service Desk calls and assist users during high call volumes.
• Perform other duties as assigned.

Requirements & Tech Stack

• High School diploma or equivalent.
• US Citizen.
• High degree of technical proficiency.
• Excellent problem-solving skills and analytical abilities.
• Familiarity with SCCM remote resolution and software installation.
• Experience with ServiceNow ticketing system.
• Experience with VPN and/or Citrix.
• Experience with mobile communication devices.
• Experience with hardware troubleshooting.
• Experience with OS reinstall.
• Experience with asset inventory.
• Experience with disposal preparation.
• Experience with video conferencing and audio/video O&M.
• Experience with network equipment (switches, routers).
• Experience with wireless services.

Qualifications

• High School with 0-2 years (or commensurate experience).
• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role (Preferred).
• Certification in Microsoft Operating Systems (Preferred).
• CompTIA Network+ (Preferred).
• CompTIA A+ (Preferred).
• CompTIA Server+ (Preferred).
• CompTIA Security+ (Preferred).

Clearance Required

• Must be able to obtain and hold a Public Trust Clearance.