Technical Supporter assisting customers with software - related issues and solutions. Collaborating using modern tools to ensure customer satisfaction and efficient operations.
About the role
- IT Support Technician supporting DHS customers with Tier 2 help desk capabilities. Assisting with troubleshooting hardware, software, and providing remote support.
Responsibilities
- Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
- Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
- Also provide support of mobile and wireless devices to include smartphones, tablets, and hotspots
- Assist in testing, applying, and maintaining server configurations and related security patches, as well as maintaining and checking the health of systems and backups to include restore testing
- Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
- Conduct or provide new equipment deployments and/or requested deployment support, including installation and maintenance of video teleconferencing infrastructure
- Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
- Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
Requirements
- Associates Degree, and at least 1 year of IT help desk support experience
- Or High school diploma/GED, and at least 3 years of IT help desk support experience
- Hands-on experience with providing network, computer, server, device imaging/encryption, mobile, server and backup support
- Experience using the ServiceNow ticketing system
- Experience with the Microsoft Windows 11 operating system
- Experience with Microsoft Office365, including Microsoft Teams
- Experience with end-point management and reporting tools (SCCM, Bomgar, Zscaler, and PowerShell scripting)
- Familiarity with the ITIL process
- Good technical writing, presentation, and documentation skills
- Must be able and willing to perform physically demanding tasks, such as bending, kneeling, stretching, crawling, lifting, or moving up to 50 lbs.
- Must have a valid driver's license, access to personal transportation, and be able to pass a Motor Vehicle Records check
- Local and/or overnight travel to Government locations is required (local short notice travel to customer sites is common; extended overnight and air travel is typically less than 15% per year)
- Must be comfortable working in a Law Enforcement environment, which may consist of locations such as detention facilities, prisons, or jails
- Must be able to obtain and maintain facility credentials/authorization.
Benefits
- medical dental and vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short term disability insurance
- 15 days annually of paid time off
- parental leave
Job title
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