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IT Support Technician
2 months ago
Position Summary:
GovCIO is seeking a skilled IT Support Technician to join our team. This role is essential in maintaining and enhancing the desktop computing environment within our organization.
The IT Support Technician will be responsible for the installation, troubleshooting, and upkeep of desktop systems, network printers, software applications, and mobile devices to ensure they operate at peak efficiency.
Support will be delivered in person for on-site users or through remote assistance for off-site users.
Key Responsibilities:
1. Ensure the smooth operation of technology applications and equipment by identifying, researching, and resolving technical issues.
2. Provide direct assistance to users to resolve technology-related problems.
3. Educate users on computer-related issues within the organization's guidelines.
4. Manage equipment provisioning, deprovisioning, and relocations, along with other MAC-related tasks within agreed service levels.
5. Deliver high-quality level II support, ensuring customer satisfaction through timely resolution or effective escalation of issues.
6. Investigate and resolve technical problems, confirming their validity and seeking solutions for complex issues.
7. Know when to escalate unresolved issues to management.
8. Utilize ServiceNow for tracking issues and requests, ensuring all user assistance requests are logged and monitored.
9. Ensure all incident tickets are resolved and service requests completed within established service levels.
10. Collaborate with asset management, network services, software engineering, application development, and printer maintenance to restore services and identify core issues.
11. Assist in developing and documenting process improvements, as well as creating/updating knowledge articles and standard operating procedures.
12. Exhibit excellent presentation, verbal, and written communication skills.
13. Provide technology refresh support as required.
14. Perform additional tasks as assigned.
Required Qualifications:
1. High School diploma with 3 – 6 years of relevant experience.
2. Minimum of 3 years of recent experience in providing desktop support to end users in a corporate setting, troubleshooting and resolving hardware and software issues.
3. At least 3 years of recent experience supporting Windows 10/11, Microsoft 365, and utilizing Active Directory in a corporate domain.
4. Strong interpersonal skills are essential.
5. Ability to thrive in a fast-paced, dynamic environment while managing multiple tasks.
6. Must be self-motivated and capable of working independently.
7. Strong oral and written communication skills, along with excellent customer service abilities.
8. Capability to handle physical tasks, including moderately heavy lifting (computers, monitors, network printers, etc.).
Clearance Requirement:
Must be eligible to obtain an EPA Public Trust clearance.
Work Environment:
This position is entirely on-site in an office setting and requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as navigate around office furniture for cable management.
Desired Qualifications:
1. CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician.
2. Experience with Dell hardware (laptops, desktops, tablets, 2-in-1s), Apple iPhones, and ServiceNow is advantageous.
3. Familiarity with audio/video and video teleconferencing equipment is a plus.
