About this role
GovCIO is hiring an IT Service Technician to provide onsite support for a federal customer in Orlando, FL. The role includes resolving technical problems via ServiceNow, maintaining and repairing networks/servers and end-user devices, and supporting video conferencing and disposal/security procedures.
Key Responsibilities
- Provide on-call support by resolving technical problems via the ServiceNow ticketing system
- Perform routine system maintenance including hardware configurations and component replacements
- Install operating system patches and upgrades via SCCM Software Center
- Provide Tier 2 support including hardware troubleshooting and OS reinstall
- Troubleshoot video conferencing and audio/video O&M and support device encryption and wiping
Technical Overview
You will handle onsite IT activities including patching and upgrades through SCCM Software Center, Tier 2 support such as hardware troubleshooting and OS reinstall, and network equipment troubleshooting such as restarting switches and routers. You will also provide remote support for telework users using VPN and Citrix, and support secure device encryption and wiping.
Ideal Candidate
The ideal candidate is an entry-level IT Service Technician who can provide onsite support for a federal customer and handle Tier 2 style troubleshooting. They are comfortable working through ServiceNow tickets, installing patches and upgrades via SCCM Software Center, and performing device support tasks including hardware troubleshooting, OS reinstall, and secure encryption/wiping. They can also support networking and communications needs such as VPN and Citrix access and troubleshoot video conferencing and audio/video equipment.
Must-Have Skills
Provide on-call support by identifyingresearching and resolving technical problems via the ServiceNow ticketing systemInstall operating system patches and upgrades via SCCM Software CenterProvide tier 2 support including hardware troubleshooting and OS reinstallEnsure devices are properly encryptedEnsure devices are fully wiped of information before leaving the facilitySupport video conferencing and audio/video O&M
Nice-to-Have Skills
Citrix supportVPN supportAssist with physical inventoryAsset inventory supportAssist tier 1
Tools & Platforms
ServiceNowSCCM Software CenterCitrixVPN
Required Skills
ServiceNow ticketing systemSCCM Software Centerhardware troubleshootingOS reinstalldevice swappingon-call supportencryptiondevice wipingnetwork equipment restart (switchesrouters)wireless servicesmobile communication devicesVPNCitrixasset inventory supportdisposal preparationvideo conferencing troubleshootingaudio/video O&Mon-site cabling
Hard Skills
ServiceNow ticketing systemOn-call supportnetwork equipment restartswitchesrouterswireless servicesmobile communication devices supporttier 2 supporthardware troubleshootingOS reinstalldevice swappingoperating system patchingoperating system upgradesSCCM Software Centersystem maintenancehardware configurationsadding removing replacing equipment componentsVPNCitrixenterprise groups support (network and security operation centers)asset inventory supportphysical inventory supportreceipting propertydisposal preparation supportcomputer equipment disposaldevice wipingencryptionon-site cablingvideo conferencing troubleshootingaudio/video operations and maintenancepresentation devices setupsupport pre/post application releasesend-user support trend analysisend-user support trends reportingremote support services for telework/home users
Soft Skills
Customer supportCoordination with support teams and help desksTroubleshooting communicationOnsite training of customer support personnelResearching and resolving technical problemsWorking with support staff for remote troubleshootingReporting support trends
Keywords for Your Resume
IT Service TechnicianServiceNowServiceNow ticketing systemSCCM Software Centeron-call supporttier 2 supporthardware troubleshootingOS reinstalldevice swappingoperating system patchesoperating system upgradessystem maintenancenetwork equipment restartswitchesrouterswireless servicesmobile communication devicesasset inventory supportphysical inventoryproperty receiving and receiptingdisposal preparation supportdevice wipingencryptionVPNCitrixvideo conferencing
Deal Breakers
Must be able to provide onsite support for a federal customer in Orlando, FL, Must be able to install operating system patches/upgrades via SCCM Software Center, Must be able to perform device encryption handling and fully wipe devices before leaving the facility
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