Junior IT Service Technician #3860

4 weeks ago

Boston, United States GovCIO Full time

Overview

GovCIO is currently hiring for an IT Service Technician to provide onsite support for our federal customer. This position will be located in Boston, MA and will be an onsite position. All contract personnel may be required to travel occasionally for site coverage.

Responsibilities

The employee provides support for all onsite IT activities. They consult with support teams, help desks, customers and other technical staff in the resolution of problems. They coordinate and perform operation and/or maintenance activities for networks/servers. They identify recurring problems and recommend steps to reduce the severity or frequency of problems. They install, troubleshoot and maintain an extensive variety of products and equipment. They 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:

Provides on-call support by identifying, researching and resolving technical problems received via the ServiceNow ticketing system. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Recommends systems modifications to reduce user problems. Performs routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components. Installs operating system patches, upgrades etc. via SCCM Software Center Provides remote support services for telework/home users. Helps ensure user applications work over VPN and/or Citrix. Manages user relocation requests Ensure devices are properly encrypted. Local On-Site Cabling Provides on-site support for enterprise groups such as the network and security operation centers. Restarts network equipment, including switches and routers as directed by enterprise networking. Replaced defective network equipment. Wireless Services Assists users with mobile communication devices. Provides tier 2 support, including but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping. Asset Inventory Support Assists with physical inventory as needed. Assists with receiving and receipting property. Disposal Preparation Support Process computer equipment for disposal. Ensure disposal policies are properly employed. Ensures all devices are are fully wiped of information before leaving the facility. Video Conferencing and Audio/Video O&M Troubleshoot system problems and repairs 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 Other duties as assigned

Qualifications

High School with 0-2 years (or commensurate experience)

Required Skills and Experience

US Citizen High degree of technical proficiency Excellent problem-solving skills and analytical abilities

Preferred Skills and Experience

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.

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