IT Technician

Founded in 2014, Crossroads Talent Solutions, LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland, delivering trusted program management, administrative, and mission support services to federal agencies nationwide. For more than a decade, we have supported critical operations for partners including the U.S. Army, U.S. Air Force, U.S. Navy, U.S. Marine Corps, National Guard, Defense Health Agency (DHA), National Oceanic and Atmospheric Administration (NOAA), Small Business Administration (SBA), U.S. Citizenship and Immigration Services (USCIS), U.S. Attorney’s Office (USAO), and the U.S. Department of Agriculture (USDA). Known for our integrity, transparency, and commitment to excellence, Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible. Information Technology Technician — Federal IT Support Location: Kansas City, Missouri Employment: Full-Time, Contract Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. Work Environment: On-site, U.S. Attorney’s Office Position Summary Under the direction of the Systems Manager, the Information Technology Technician provides comprehensive technical support and customer service to personnel within the U.S. Attorney’s Office for the Western District of Missouri. The IT Technician is responsible for supporting the reliable operation of end-user computing systems, mobile devices, office technology, software, and related equipment. The position provides hands‑on and remote technical assistance, supports technology deployments and office relocations, maintains accurate support documentation, and helps ensure a secure and efficient technology environment. Key Responsibilities Provide comprehensive technical support to end users across the U.S. Attorney’s Office. Diagnose and resolve hardware, software, system, and network-related issues. Respond to technical support requests by: Telephone Email Remote-support tools In-person/desk-side assistance Assist users with configuring and optimizing systems and software applications to improve productivity and performance. Troubleshoot hardware and software issues across multiple devices and platforms. Manage, deploy, and service Mobile Device Management (MDM) solutions, including iOS devices. Install, disconnect, relocate, and reconnect IT equipment during office moves, including: Desktop and laptop computers VoIP/EVoIP phones Printers Scanners Peripherals and related equipment Support enterprise hardware and software deployments, including installation, configuration, testing, rollout, and end‑user assistance. Coordinate vendor service calls for hardware issues and escort vendor technicians to affected equipment when required. Provide conference-room technology support, including equipment setup and technical meeting support. Document IT support activities in the designated ticketing system, including user communications, reported issues, troubleshooting performed, corrective actions, and installations. Develop and distribute user communications such as system alerts, newsletters, technical guidance, and tip sheets. Educate users on system and application functionality and technology best practices. Proactively identify opportunities to improve technology, workflows, products, and operational processes and provide recommendations to government personnel. Collaborate with the Systems Manager and other IT staff to maintain a secure, reliable, and efficient technology environment. Maintain a high standard of customer service and timely issue resolution. Follow organizational IT policies, procedures, and information‑security requirements. Required Qualifications Demonstrated experience providing end‑user IT/desktop support. Experience troubleshooting computer hardware, software, system, and basic network‑related problems. Ability to provide technical support remotely and through desk‑side/in‑person assistance. Experience installing, configuring, testing, and supporting hardware and software. Ability to install and relocate computers, phones, printers, scanners, and peripherals. Ability to document incidents, requests, troubleshooting activities, and resolutions in an IT ticketing system. Strong customer‑service and interpersonal communication skills. Ability to communicate technical information clearly to non‑technical users. Ability to work effectively with a Systems Manager, IT personnel, end users, and outside vendors. Strong troubleshooting, analytical, organizational, and documentation skills. Preferred Technical Experience Mobile Device Management (MDM) Apple iOS device support Desktop and laptop hardware troubleshooting Microsoft‑based end‑user computing environments Printers, scanners, and multifunction devices VoIP/EVoIP telephone equipment Remote‑support technologies IT service/ticketing systems Conference‑room and meeting technology Enterprise hardware/software deployment and rollout support Mandatory Federal Requirements Must be a U.S. citizen. Must successfully complete, at minimum, a Tier 2 background investigation. Must submit Standard Form 86 (SF‑86) before commencing on‑site work. Must be capable of working with Sensitive But Unclassified (SBU) information and complying with applicable DOJ information‑security requirements. Ideal Candidate The ideal candidate is a customer-focused IT support professional who combines strong hands‑on troubleshooting abilities with clear communication and documentation skills. The individual should be comfortable supporting users with varying levels of technical proficiency while working in a security‑conscious federal environment where reliability, confidentiality, responsiveness, and accurate documentation are essential. Benefits Medical/Dental/Vision Benefits Offered 401k Life Insurance plans Employee Health and Wellness program Crossroads Talent Solutions, LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws. Equal Opportunity Employer/Veteran/Disabled #J-18808-Ljbffr Crossroads Talent Solutions, LLC