IT Service Technician

IT Service Technician

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Los Angeles, CA and will be an onsite position. All contract personnel may be required to travel occasionally for site coverage. Responsibilities include providing support for all onsite IT activities, consulting with support teams, help desks, customers, and other technical staff in the resolution of problems, coordinating and performing operation and/or maintenance activities for networks/servers, identifying recurring problems and recommending steps to reduce the severity or frequency of problems, installing, troubleshooting, and maintaining an extensive variety of products and equipment, delivering services and solutions in technical support, systems refresh, software integration, and operations support, identifying, analyzing, and repairing product failures, and providing onsite training of customer support personnel.

Other specific duties include:

• 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.
• Answer Service Desk calls and assist users when call volumes are unusually high.
• Other duties as assigned.

Qualifications Required Skills and Experience:

• High School with 0-2 years (or commensurate experience)
• US Citizen
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities

Preferred Skills and Experience:

• 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+

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