Network Technician Specialist (Remote)

Published
November 11, 2021
Location
Philadelphia, PA
Category
Job Type

Description

Job Introduction

Maximus is looking for a Network Support Technician. The Network Support Technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents.

*As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force’s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.

This position is a work from home position; however you will be required to go onsite at least one day a week or as needed to our Philadelphia, PA location.

As a condition of employment with Maximus, newly hired employees must have received or be willing to receive the COVID-19 vaccination(s) by date of hire. Proof of vaccination is required.

Job Summary

Essential Duties and Responsibilities:
- Provide Desktop and operational support to assigned site and remote offices.
- Provide accurate and creative solutions to user problems of a moderate and complex nature and ensure and assist in timely resolution of user and support issues across company sites.
- Contribute to team success by sharing knowledge and experience verbally and through documentation of knowledge to team knowledgebase.
- Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
- Install and support a variety of PC operating systems.
- Ensure that tickets are accurately documented and resolved in a timely manner and work within the team framework created by management and work with team members on assigned projects.
- Diagnose, resolve, and follow up on issues relating to various user concerns.
- Use remote desktop software to provide remote support and resolve issues for users whom may be at remote offices or home office users.
- Function as a Subject Matter Expert on Desktop Support process and procedures and makes suggestions to improve the teams’ processes and procedures.
- Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s), or on-line documentation repository.
- Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially as they relate to problems at the workstation level.
- Serve as a technical liaison to project managers.
- Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.
- Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations.

Minimum Requirements:
- High School diploma or equivalent with 2- 4 years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are semi- routine in nature but recognizes the need for occasional deviation from accepted practice.
- Communicates more complex information, using job experience to anticipate and proactively address related questions.

Education and Experience Requirements

Position Responsibilities:

  • Receipt of trouble tickets through the KISAM system.
  • Execution of problem determination and resolutio
  • Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket
  • Set up replacement switches and routers at network location
  • Test and confirm operation of installed switches and routers.
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Remove and execute asset control procedures to excess the refreshed target system.
  • Utilize Call Management Software to handle voice mail issue
  • Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
  • Perform peripheral repairs and maintenance
  • Provide informal customer instruction and confirm customer satisfaction
  • Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
  • Relocation of computer equipment

Essential Skills, Experience, and Certifications:

  • M ust hold U.S Citizenship or Permanent Resident Status
  • Proven experience as network technician or relevant position
  • Outstanding diagnostic, problem-solving and analytical skills
  • Good communication skills
  • Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
  • Hands-on experience with common software and hardware
  • Experience with network equipment including hubs, routers, switches
  • Excellent Customer Service skills
  • Exceptional oral and written communication
  • Excellent Time Management skills
  • Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
  • Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.

Home Office Requirements:

  • Access to LAN (wired connection/Ethernet)
  • Private, secure workspace
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