IT Hardware Technician

IT Hardware Technician

Requirements

• Bachelor’s degree with 3+ years of prior relevant experience or a High School diploma with 9+ years of experience.
• Active DoD TS/SCI security clearance.
• Current DoD IAT Level II certification, Security+ CE.
• Strong IT hardware troubleshooting skills.
• Experience with Microsoft Service Manager and ServiceNow ticketing systems.

Responsibilities

• Troubleshoot and resolve common hardware and network issues including video cards, desktop/laptop issues, cabling and physical layer networking issues, and printer troubleshooting and/or maintenance.
• Diagnose and resolve problems with desktop systems (Win 11), printers, mobile devices and other standard office equipment.
• Complete basic hardware work as directed, such as cable management, desktop PC installation, monitors, KVM’s, and laptop imaging and issuance.
• Provide Tier II/III service support to customers in person and over the phone with minimal to no direct oversight.
• Provide input and update to standard operating procedures.
• Conduct validation of ticket information to ensure completeness and accuracy and escalate issues via ticketing system and requests for assistance as needed.
• Take part in organization’s change management process.
• Participate in/lead special projects and day‐to‐day operations as needed or assigned by the Site Lead.
• Interact daily with supervisor, peers, and customers and provide polite and friendly customer service.

Preferred Qualifications

• Active Computing Environment Win 11 or Microsoft Certified Windows: Windows Server Hybrid Administrator Associate or equivalent.
• Comprehensive knowledge of IT service desk requirements with the ability to complete difficult and complex assignments and ability to provide over the phone troubleshooting.
• Experience working with demanding, high-ranking customers and staff.