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 enterprise IT environment.

This role ensures seamless technology experiences by 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 requires an active public trust security clearance.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS145, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

Endpoint Technician Support (primary support)


* Provide life-cycle support which includes but is not limited to the following: imaging, deployment, maintenance, training, and documentation of client systems (computers and laptops).

Deployment includes delivering the client system to the customer's work area when onsite and shipping when offsite; configuring and connecting the client system; and testing the client system for functional operation


* Manage and perform equipment relocation, expansion, and connection/disconnection of computer system hardware and peripheral devices including but not limited to surveying new installations and moving IT equipment as requested


* Provide integration and support for a variety of peripheral devices such as printers, scanners, external storage devices, and other peripheral accessories


* Support endpoint improvement projects, including but not limited to, annual workstation lifecycle replacements and operating system upgrades/migrations


* Provide troubleshooting and hardware repair support for NETL endpoints and peripherals.


* Provide on-site and remote repairs (when possible) for desktop computers, laptops, smartphones, tablets, printers, monitors, and other peripherals, consisting primarily of component replacement


* Handle warranty support: determine if failed systems or components are under warranty; contact the appropriate manufacturer; obtain the replacement part(s); and return the defective system or component to the manufacturer in accordance with manufacturer's disposition instructions and coordinate with the Government


* Provide level 2 support to resolve incident and request service tickets within the required service level agreement


* Comply with Property handling requirements to accurately account for the movement of computers, laptops, printers, monitors, mobile devices, and peripherals.

This includes but is not limited to issuing new equipment, return to stock equipment, and excessing equipment


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

VTC Technician Support (secondary support)



* Provide Tier 2 support for standard conference rooms and VTC rooms to...