Job Description

Overview:

GovCIO is currently hiring for an IT Service Technician to provide onsite Apple and wireless support for our federal customer. This position will be located in Camp Springs, MD and will be an onsite position.

Responsibilities:

The employee works with our customer’s mobility group, with a strong focus on MacBooks and iPhones. 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:

• Assist customers with iPhone and MacBook issues.
• Manage MacBook lifecycle, including decommissioning end of life devices.
• Work with Apple support.
• 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.
• Ensure devices are properly encrypted.
• Wireless Services
• Assist 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 Support
• Assist with physical inventory as needed.
• Assist with receiving and receipting property.
• Disposal Preparation Support
• Process 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&M
• Troubleshoot 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
• Other duties as assigned

#NEON #JP

Qualifications:

Required Skills and Experience

• High School with 5-8 years (or commensurate experience)
• US Citizen
• High degree of technical proficiency
• Excellent problem-solving skills and analytical abilities
• Understanding of MacBooks and how they integrate into a Windows Active Directory environment.

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.

 

#JP #JM #NSS

Company Overview:

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

 

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range: USD $64,480.00 - USD $64,480.00 /Yr.

Job Tags

Remote job, Currently hiring,

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