IT Service Technician - Imaging Specialist

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Frederick, MD and will be an onsite position.  All contract personnel may be required to travel occasionally for site coverage.  Employee will be required to obtain an A+, ITIL Foundation, HDI certification, and one of the following within six months of hire:  Security+, Network+, or Server+.  The cost of certification will be reimbursed by GovCIO.

Responsibilities

The primary role of this position is to support the imaging and distribution of laptops at our federal customer’s centralized imaging center.  The successful candidate must have a strong understanding of TCP/IP, including IP boundaries, and experience troubleshooting imaging problems in SCCM and/or Intune.  They will consult with support teams, help desks, customers and other technical staff in the resolution of problems.   They will work closely with the image creation team to identify recurring problems and recommend steps to reduce the severity or frequency of problems.

The employee may also be called upon to perform more generalized IT support, including:  troubleshooting and maintaining an extensive variety of products and equipment.  They will 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:

• Image and perform QA on imaged devices at a fast pace, workng 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.
• 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
• Strong understanding of TCP/IP including IP boundaries
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities

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 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.

#ASG #NEON #NSS #TM #TMK#ar #dl #rt  #nss #tlm

Posted Salary Range

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