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Technician 2, Information Technology Site Services

3 months ago

Pittston, United States Maximus Services, LLC Full time
Description & Requirements

The Technician 2, Information Technology Site Services is responsible for resolving technical issues for all end points within their dedicated location. Technician 2s are the Subject Matter Experts (SME) and have in-depth knowledge of each project's specific applications to maintain project operations. They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, and resolving incidents related to end user systems and access to mission critical systems within the defined Service Level Agreement (SLA).

Essential Duties and Responsibilities:
- Demonstrate substantial understanding of technical tactics by using a variety of internal and external sources to repair the operational deficiency.
- May provide guidance and work leadership to less-experienced technicians.
- Resolve more complex technical issues submitted by less-experienced technicians.
- Participates in special projects as required.

- Work in liaison with Maximus Information Technology (IT) and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment/cabling, and other related systems/equipment at all locations in the assigned region
- Provide tier 2 level support for requests that cannot be resolved remotely where on-site hands-on inspection and remediation is required

- Identify, research, resolve technical issues for local and remote staff

- Become the SME for various software applications and end-point configurations for the business

- Conduct routine equipment servicing out in the field

- Perform on-site activities related to installation, repair, management, and maintenance

- Manage and maintain onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets

- Track IT assets and maintain updated information in the appropriate ITAM database

- Document, track, and monitor problems to ensure timely resolution within the established SLAs of the business

- Provide Windows / Mac / Linux operating system support by evaluating and troubleshooting issues including running in-depth diagnostics

- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual, and/or job aids

- Escort vendors inside the data rooms and ensure changes, maintenance being documented, and all safety precautions being followed

- Assist in maintaining and updating various software applications and desktop configurations to ensure compliance

- Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production

- Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business

- Perform technology upgrades and refreshes

- Perform work via IT ticketing system to assist customers in person, over the phone, chat, and remotely

- Assist in tracking and completing tickets pertaining to application, network, and system issues

- Maintain Active Directory users and computers

- Administer user accounts and permissions to various applications, as well as client software

- Serve as technical liaison between program staff and IT

- Assist with Service Desk surge support

- Perform other duties as assigned by management

Minimum Requirements

- High School diploma or equivalent with 2-4 years of experience.
- May have additional training or education in area of specialization.

- High school diploma, GED, or equivalent combination of education, technical training or work experience considered in lieu of degree

- Minimum of 2-4 years of related IT experience

- Ability to communicate in an understandable, polite, and friendly manner, both written and verbal

- Strong organizational skills and ability to multi-task in a medium-size business environment

#techjobs #LI-JR1

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.