About this role
GovCIO is hiring an IT Service Technician to provide onsite support for a federal customer in Oakland Park, FL, with occasional travel for site coverage. The role handles ticket-based technical support through ServiceNow, performs patching and upgrades via SCCM Software Center, and supports remote users using VPN and/or Citrix.
Key Responsibilities
- Provide on-call support for technical issues via ServiceNow
- Install OS patches and upgrades via SCCM Software Center
- Provide remote support for telework users over VPN and/or Citrix
- Perform tier 2 support including hardware troubleshooting and OS reinstall
- Support cabling, wireless services, asset inventory, and disposal preparation with data wiping
Technical Overview
Responsibilities include troubleshooting and resolving technical problems received via ServiceNow, performing routine maintenance, installing OS patches and upgrades using SCCM Software Center, and providing remote support over VPN/Citrix for telework users. The technician will also perform tier 2 support (hardware troubleshooting and OS reinstall), support wireless services, handle asset inventory, and manage disposal preparation including full device wiping.
Ideal Candidate
The ideal candidate is an IT Service Technician experienced in onsite federal IT support, including troubleshooting via ServiceNow ticketing and performing operating system patching and upgrades with SCCM Software Center. They are comfortable providing remote support for telework users over VPN and/or Citrix, and they can deliver tier 2 support such as hardware troubleshooting and OS reinstall.
Must-Have Skills
Provide on-call support by identifyingresearching and resolving technical problems received via the ServiceNow ticketing systemInstall operating system patchesupgrades etc. via SCCM Software CenterEnsure devices are properly encryptedProvide remote support services for telework/home usersincluding ensuring user applications work over VPN and/or CitrixProvide tier 2 supportincluding hardware troubleshootingOS reinstalland assisting with device swapping
Tools & Platforms
ServiceNowSCCM Software CenterVPNCitrixServiceNow ticketing system
Required Skills
ServiceNow ticketing systemon-call supporttroubleshootingSCCM Software Centeroperating system patchesoperating system upgradesVPNCitrixdevice encryptionlocal on-site cablingwireless servicestier 2 supporthardware troubleshootingOS reinstalldevice swappingasset inventory supportdisposal preparation supportvideo conferencing and audio/video O&Mpre/post application releasesend-user support trends
Hard Skills
ServiceNow ticketing systemOn-call supportTroubleshooting technical problemsNetwork services interactionOperating system patchesOperating system upgradesSCCM Software CenterRemote support servicesVPNCitrixUser relocation requests managementDevice encryptionLocal on-site cablingEnterprise networkingRestart network equipmentSwitchesRoutersReplace defective network equipmentWireless services supportTier 2 supportHardware troubleshootingOS reinstallDevice swappingAsset inventory supportReceiving and receipting propertyDisposal preparationWiping devices of informationVideo conferencing and audio/video O&MPresentation devices setupPre/post application releasesEnd-user support trends analysis and reportingTier 1 support (mentioned as assist tier 1 Se...)
Soft Skills
Communication with customers and technical staffCoordination with support teams and help desksCustomer supportTraining support personnelResearching technical problemsInterpersonal skillsProblem resolution focus
Keywords for Your Resume
IT Service Technicianonsite supportServiceNowServiceNow ticketing systemon-call supportSCCM Software Centeroperating system patchesoperating system upgradesVPNCitrixdevice encryptionlocal on-site cablingwireless servicestier 2 supporthardware troubleshootingOS reinstalldevice swappingasset inventory supportvideo conferencingaudio/visual O&Mpre/post application releasesend-user support trendsServiceNow ticketingService Desk
Deal Breakers
Must be able to perform onsite IT activities at the specified customer location (Oakland Park, FL), Must have experience using ServiceNow and SCCM Software Center for patching/upgrades
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