Technician 2 - Chicago, United States - MAXIMUS, Inc.

Description

The Information Technology (IT) Site Services Technician 2 is responsible for resolving technical issues for all end points with their dedicated location.

Technician 2's are the Subject Matter Experts (SME) 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/access to mission critical systems within the defined Service Level Agreements (SLAs).

• Work 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.
• Provide 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 out in the field.
• 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 and desktops configurations to ensure compliance.
• Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
• Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
• Perform technology upgrades and refreshes.
• Perform work via IT Ticketing system to assist customers in person, over the phone, chat and remotely.
• Assist in tracking and completing tickets pertaining to application, network, and system issues.
• Maintaining Active Directory Users and Computers.
• Administer user accounts and permissions to various application, as well as client software.
• Serve as technical liaison between program staff and IT.
• Assist with Service Desk surge support.
• Perform other duties as assigned by management.
• Works in liaison with Maximus Information Technology 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, and resolve technical issues for local and remote staff.
• Become the SME 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.
• Manage and maintain onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.
• Track IT Assets and maintain updated information in the appropriate Information Technology and Administrative Management (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 and desktop configurations to ensure compliance.
• Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
• Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
• Perform technology upgrades and refreshes.
• Perform work via IT Ticketing system to assist customers in person, over the phone, chat, and remotely.
• Assist in tracking and completing tickets pertaining to application, network, and system issues.
• Maintaining Active Directory Users and Computers.
• Administer user accounts and permissions to various application, as well as client software.
• Serve as technical liaison between program staff and IT.
• Assist with Service Desk surge support.
• Perform other duties as assigned by management.

• Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of one (2) years of related IT experience.
• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
• Strong organizational skills and ability to multi-task in a medium-size business environment.
• High School Diploma, GED, or equivalent combination of education, technical training, or work experience.
• Minimum of two-four years of related IT experience.
• Ability to communicate verbally and in writing an understandable, polite, and friendly manner.
• Strong organizational skills and ability to multi-task in a medium-size business environment

• Ability to lift to 40 pounds required.
• Travel may be required as needed.

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.