Technician 2 IT Site Services

Description & Requirements

The IT Field Services Technician 2 is responsible for resolving all technical issues for all end points for their dedicated location. Technician 2's are the subject matter experts and have an in-depth knowledge of each project's specific applications to maintain project operations. They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, and resolving incidents related to end user systems and access to mission critical systems within the defined SLA.

Essential Duties and Responsibilities:

- Identify, research, and resolve technical issues for local and remote staff.

- Become the subject matter expert for various software applications and end point configurations for the business.

- Conduct routine equipment servicing out in the field.

- Perform on-site activities, related to installation, repair, management, and maintenance.

- Assist with onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.

- Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.

- Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.

- Assist in tracking and completing tickets pertaining to application, network, and system issues.

- Administer user accounts and permissions to various application, as well as client software.

- Serve as technical liaison between program staff and IT.

• Works in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
• Provides Tier 2 Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required
• Identify, research, resolve technical issues for local and remote staff.
• Become the subject matter expert for various software applications and end point configurations for the business.
• Conduct routine equipment servicing.
• Perform on-site activities, related to installation, repair, management and maintenance.
• Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.
• Track IT Assets and maintain updated information in the appropriate ITAM database. • Document, track, and monitor problems to ensure timely resolution within the established SLA’s of the business.
• Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.
• Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.
• Assist in maintaining and updating various software applications and desktops configurations to ensure compliance.
• Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
• Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
• Perform technology upgrades and refreshes.
• Perform work via IT Ticketing system to assist customers in person, over the phone, chat and remotely.
• Assist in tracking and completing tickets pertaining to application, network, and system issues.
• Maintaining Active Directory Users and Computers.
• Administer user accounts and permissions to various application, as well as client software.
• Assist with Service Desk surge support.
• Perform other dutie

Minimum Requirements

• High school diploma or GED required and 2+ years of relevant professional experience required, or equivalent combination of education and experience.
• High school diploma, GED, or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of 2-4 years of related IT experience.
• Highly self-motivated and directed with exceptional written and oral communication skills
• Able to execute multiple complex tasks simultaneously and have the ability to work as a team member, as well as independently in a fast-paced, deadline-oriented work environment
• Able to be proactive, and have an analytical approach to identifying issues and solutions
• Able to develop working relationships with staff at all levels and must be organized and have great attention to detail
• Knowledge of computer hardware, including desktops, laptops, network switches, and telecom
• Extensive application support experience with VoIP, MS Office (O365), Bitlocker, Exchange, and MS Teams
• Ability to accommodate after hours support and shift rotation
• Documentation skills

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EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$28.96

Maximum Salary

$43.44

Compensation:
$29-$43