IT Service Technician

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:

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 ServicesAssist 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 SupportAssist with physical inventory as needed.
Assist with receiving and receipting property.
Disposal Preparation SupportProcess 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&MTroubleshoot 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.
Assist tier 1 Service Desk with answering user calls.
Other duties as assigned.
Qualifications:
Required Skills and Experience

High School with 0-3 years (or commensurate 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.