Technician 2 - IT Site Services

Description & Requirements

Maximus is seeking a Technician 2 - IT Site Services to work onsite at the Harrisburg, PA office from 8 AM - 5 PM.

Essential Duties and Responsibilities:

- Work 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.
- Provide 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 out in the field.
- 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.
- Serve as technical liaison between program staff and IT.
- Assist with Service Desk surge support.
- Perform other duties as assigned by management.

Essential Duties and Responsibilities:

- Responsible for responding to telephone calls, email, and personnel requests for technical support.

- Identify, research, and resolve technical problems.

- Document, track and monitor problems to ensure timely resolution.

- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.

- Promote a high level of customer satisfaction through proper telephone techniques and respond wi...