IT Specialist

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

Job-Specific Essential Duties and Responsibilities:

- IT Service Center Support, Endpoint Support & VTC Technician Support / Meeting Room support

- 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.

- 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.

- 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.

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

- Serve as point of contact 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 and Level 2 support, including password resets, account unlocks, and general troubleshooting, application troubleshooting, hardware issues, peripherals etc.

- Monitor and maintain meeting room performance, resolving technical issues.

- Provide support for standard conference rooms and VTC rooms to include problem identification, system troubleshooting and repair, maintaining spare parts, making repairs, escorting service providers, and coordinating equipment repairs.

- Provide support for NETL's displays (for commercial TV, NETL information, etc.).

- Support meeting room technology, ensuring seamless connectivity and performance for live meetings and events, ensuring reliability of video and audio connections.

- Collaborate with internal IT reams and vendors to optimize system pe Service Desk Technical Lead and Mentoring Responsibilities

- Provide day-to-day guidance, coaching, and mentoring to Service Desk analysts.

- Support team members in troubleshooting complex issues by offering direction, context and hands on assistance when needed.

- Assist with onboarding new staff, including training on Service Desk procedures, tools and operational expectations.

- Serve as an escalation point for incidents and requests.

- Provide regular feedback to management regarding team performance, workload trends, and emerging issues that may impact service delivery.

- Oversee planning and execution of larger projects and rollouts.

- Monitor daily call volume and activity to ensure service levels and SLAs are consistently maintained.

Job-Specific Minimum Requirements:

- Due to Federal requir...