IT Service Technician 1
Company: GovCIO
Location: Lincoln
Posted on: May 25, 2023
Job Description:
GovCIO is a team of transformers-people who are passionate about
transforming government I.T. We believe in making a difference by
developing digital strategies and delivering the technology-related
innovation governmental operations that improve the citizen
experience every day.
But we can't do it alone. We welcome and nurture an inclusive and
diversified work culture. Because different backgrounds,
experiences, abilities, and perspectives make us better
decision-makers, problem solvers, and creators. We're changing the
face of I.T. - from our diverse staff to the end-products we
develop. And we're excited to expand our team. Are you ready to be
a transformer?
-
Responsibilities
Provides technical support for end-users in a variety of areas
including desktop support, asset inventory, AV & VTC
troubleshooting, and network/systems administration. Consults with
support teams, help desks, customers and other technical staff in
the resolution of problems, coordinates and performs operation
and/or maintenance activities for networks/servers, identifies
recurring problems and recommends steps to reduce the severity or
frequency of problems. Installs, troubleshoots and maintains an
extensive variety of products and equipment. Deliver services and
solutions in technical support, systems refresh, software
integration, and operations support. Identifies, analyzes, and
repairs product failures, orders and replaces parts as needed.
Recommends which products or services best fit the customers'
needs. May provide onsite training of customer support
personnel.
- Provides on-call support by identifying, researching and
resolving technical problems received via telephone calls, emails,
and/or personnel requests.
- 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, restores,
back-ups, etc.
- May be trained to perform Critical Incident Response, Account
Management or Problem Management duties.
Program Specific Responsibilities
The IT Service Technician is responsible for all local IT activity
in a majority Windows environment. - They will receive their work
through the ServiceNow ticketing system. - Assigned work may
include the following.
- Provide desktop, application, and network application incident
resolution
- Identify and resolve hardware issues, including replacement of
worn or broken parts.
- Install software manually or via the SCCM Software Center
client.
- Provide remote support services for telework/home users.
- Help ensure user applications work properly over VPN and
Citrix.
- Manage user relocation requests
- Encryption Services
- Ensure laptops are properly encrypted
- Encrypt laptops discovered without encryption
- Provide password recovery for encrypted devices
- Local On-Site Cabling
- Account Management Services utilizing Active
Directory.
- Provide on-site support for enterprise groups such as the
network and security operation centers.
- Network support
- In conjunction with network operations, restart network
equipment including switches and routers
- Replace defective network equipment, including switches and
routers
- Wireless Services
- Assist users with mobile communication devices (mobile phones,
iPads, and laptops) with incident support tickets
- Provide Tier 2 support in the field which includes hardware
troubleshooting and OS re-install, and equipment swapping
support
- Asset Inventory Support
- Assist with physical inventory as needed.
- Assist in receiving and receipting property
- Transfer of property to other organizations
- Process computer equipment for excess and disposition
- Disposal Preparation Support
- Ensure disposal policies and procedures are employed
- Ensure every device is wiped/degaussed prior to site
removal
- 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 Conference
units
- Set up, ensure functionality, be available during events and
shut down video conferences
- 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)
Other required Qualifications, Skills, and Experience
- US Citizen
- High degree of technical proficiency
- Excellent problem-solving skills and analytical abilities
Preferred Qualifications, Skills, and Experience
- Minimum 6 months' experience troubleshooting Apple Macintosh
software and hardware in a customer service role
- Certification in UNIX and 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+
Keywords: GovCIO, Lincoln , IT Service Technician 1, Professions , Lincoln, Nebraska
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