IT Support Technician 2

Description & Requirements

Maximus is seeking an IT Support Technician 2 to join our team.

As an IT Support Technician 2, you will be versatile resource responsible for providing end-to-end technical support across the IT Service Center, Desktop Support, Video Teleconferencing (VTC), and Mobile Device (iPhone) environments.

This role ensures seamless technology experiences by responding to incidents, fulfilling service requests, and assisting with equipment setup, troubleshooting, and maintenance.

The Utility IT Support Specialist plays a key role in bridging gaps across IT service functions and delivering exceptional customer service.

This position is an onsite role, 5 days a week and the ability to obtain and maintain a Public Trust clearance is required.



* Onsite role with flexibility to provide support across Morgantown WV (Primary Location) and Pittsburgh office spaces, conference rooms, warehouse and remote sessions.


* Travel between the NETL sites will be required: Approximately 65 miles from site to site.


* Monday through Friday with flexibility in working hours.

Between 7am and 5pm.

Job-Specific Essential Duties and Responsibilities:

Desktop Support



* Install, configure, and maintain workstations, laptops, monitors, peripherals, and software.


* Provide desk-side support for hardware/software issues, break/fix, and upgrades.


* Support OS and EOL replacement campaigns


* Support onboarding/offboarding processes, including equipment provisioning and collection.

Including property management process.


* Collaborate with the Desktop Engineering Team ensuring accuracy of images deployed.

IT Service Center



* Serve as first point of contact within the IT Serviced Desk Team, for IT issues via phone, email, chat, or in-person.


* Accurately log, categorize, and escalate incidents and service requests in the ServiceNow ITSM tool.


* Provide Level 1 support, including password resets, account unlocks, and general troubleshooting, application troubleshooting, hardware issues, peripherals etc.

Meeting Room Support



* Configure meeting rooms for Teams and WEBEX meetings


* Assist users in troubleshooting connectivity and other meeting-related issues


* Assist users in scheduling meetings


* Provide training and assistance to users and administrative staff with remote, online, and in-person use of meeting room devices and systems

VTC Support



* Set up, test, and operate conference room technology (VTC, Teams/WebEx systems, microphones, cameras, displays).


* Support live meetings and events, ensuring reliability of video and audio connections.


* Troubleshoot and resolve technical issues in real-time to minimize disruption.


* Support and maintain DMB (Digital Message Boards)

Mobile Device (iPhone) Support



* Enroll, configure, and manage mobile devices using MDM solutions.


* Assist users with email, VPN, and application setup on iPhones.


* ...