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...