IT Service Technician

Cleveland, Ohio

Suitability/Public Trust

On-site only

Information Technology

Overview

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Cleveland, OH and will be an onsite position. All contract personnel may be required to travel occasionally for site coverage.

Responsibilities

The employee provides support for all onsite IT activities. They consult with support teams, help desks, customers and other technical staff in the resolution of problems. They coordinate and perform operation and/or maintenance activities for networks/servers. They identify recurring problems and recommend steps to reduce the severity or frequency of problems. They install, troubleshoot and maintain an extensive variety of products and equipment. They deliver services and solutions in technical support, systems refresh, software integration, and operations support. They identify, analyze, and repair product failures, and order and replace parts as needed. They provide onsite training of customer support personnel. Other specific duties include the following:

• 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.

• 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.

• Asset Inventory Support

• Assist with physical inventory as needed.

• Assist with receiving and receipting property.

• Disposal Preparation Support

• Process computer equipment for disposal.

• Ensure disposal policies are properly employed.

• Ensure all devices are fully wiped of information before leaving the facility.

• Video Conferencing and Audio/Video O&M

• 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.

• Assist tier 1 Service Desk with answering user calls.

• Other duties as assigned.

Qualifications

Required Skills and Experience

• High School with 0-3 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 SecurityClearance Required:

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

#ar #tm #nss

Posted Salary Range

USD $53,040.00 - USD $53,040.00 /Yr.

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?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

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.