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Senior IT Service Technician/Security Associate

2 months ago

Goshen, Indiana, United States Govcio LLC Full time
Job Summary

We are seeking a highly skilled IT Service Technician/Security Associate to join our team at GovCIO LLC. As a key member of our IT support team, you will provide technical assistance and support to our federal customer, ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities
  • Provide onsite technical support for our federal customer, troubleshooting and resolving technical issues related to hardware, software, and network systems.
  • Consult with support teams, help desks, customers, and other technical staff to resolve complex technical problems.
  • Coordinate and perform operation and/or maintenance activities for networks, servers, and other IT systems.
  • Identify recurring problems and recommend steps to reduce their severity or frequency.
  • Install, troubleshoot, and maintain a wide range of products and equipment, including hardware and software.
  • Deliver technical support and solutions in areas such as systems refresh, software integration, and operations support.
  • Identify, analyze, and repair product failures, and order and replace parts as needed.
  • Provide onsite training to customer support personnel.
  • Patch vulnerabilities and assist with remediation of other security issues, and report on results to Security Operations.
  • 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.
Requirements
  • High School diploma or equivalent with 5-8 years of experience (or commensurate experience).
  • US Citizen.
  • High degree of technical proficiency.
  • Understanding of security needs in a high-tech environment.
  • High attention to detail and organizational skills.
  • Excellent problem-solving skills and analytical abilities.
  • 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 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.