IT Support Technician

2 weeks ago

Washington, United States Govcio Full time
Position Overview

GovCIO is seeking a skilled IT Support Technician to join our team. This role involves providing essential support and maintenance within the desktop computing environment of our organization. The IT Support Technician will be responsible for the installation, diagnosis, and upkeep of all desktop equipment, network printers, software applications, and mobile devices to ensure peak performance.

Key Responsibilities

- Ensure the smooth operation of technology applications and equipment by identifying, researching, and resolving technical issues.
- Offer deskside assistance to address technology-related problems.
- Provide users with knowledge transfer on computer-related matters within agency and contractual guidelines.
- Manage equipment provisioning, deprovisioning, and relocations, along with other MAC-related tasks within established SLAs.
- Deliver quality level II support to users, ensuring high customer satisfaction, technical expertise, and promptness in either resolving issues or coordinating with other IT staff.
- Investigate and resolve technical issues, confirming the validity of problems and seeking known solutions for more complex challenges.
- Recognize when to escalate unresolved issues to management.
- Utilize ServiceNow for tracking issues and requests, ensuring all user assistance requests are logged and monitored appropriately.
- Ensure all incident tickets are resolved and service requests completed within documented service levels.
- Collaborate with asset management, network services, software systems engineering, applications development, and printer maintenance services to restore service and identify core problems.
- Assist in the development and documentation of process improvements, and create/update Knowledge Articles and Standard Operating Procedures (SOPs).
- Exhibit excellent presentation, verbal, and written communication skills.
- Provide technology refresh support as necessary.
- Perform other tasks as assigned.

Qualifications

- High School diploma with 3 to 6 years of relevant experience.
- A minimum of 3 years of recent experience providing in-person desktop support to end users in a corporate setting, troubleshooting and resolving all aspects of computer hardware and software.
- At least 3 years of recent experience supporting Windows 10/11, Microsoft 365, and utilizing Active Directory in a corporate domain environment.
- Strong interpersonal skills are essential.
- Ability to thrive in a fast-paced, dynamic environment while managing multiple tasks simultaneously.
- Must be self-motivated and capable of working independently.
- Demonstrated strong oral and written communication skills, excellent customer service abilities, and capacity to handle pressure.
- Professional communication skills, both verbal and written, with customers, vendors, management, and coworkers are crucial.
- Ability to lift moderately heavy items (computers, monitors, network printers, etc.) is required.

Clearance Requirement
- Must be able to obtain an EPA Public Trust clearance.

Work Environment
- This position is performed entirely on-site in an office setting.
- Requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as navigate under and around cubicles, desks, and offices for cable management.

Desired Qualifications

- CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician is preferred.
- Experience with Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone, and ServiceNow is a plus.
- Familiarity with supporting audio/video and video teleconferencing equipment is advantageous.

Company Overview

GovCIO is a dedicated team of professionals committed to transforming government IT. We strive to make a positive impact by delivering innovative IT services and solutions that enhance the operations of government agencies and their service to citizens. We are looking for talented individuals to join us in our mission to reshape government IT and build a workforce that supports this vision. We are an Equal Opportunity Employer, and 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.

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