Incident Technician - Full Performance (Government)
Core
Provide end-to-end incident response, troubleshooting, and maintenance for customer network infrastructure and desktop IT equipment.
Role type
Senior IT Incident Technician (Government)
Builds
Critical voice, video, and collaboration services for the intelligence community
Domain
Government / National Security / IT Operations
Deliverable
client delivery
Required skills
ITIL processes, hardware/software/network troubleshooting, Windows Active Directory, TCP/IP networking, IT endpoint installation, enterprise ticketing systems
Preferred skills
CMA or DMA certification, ServiceNow ITSM/ITOM experience, Remedy or Jira Service Management experience
Technologies
Windows 10, Microsoft Office 2016+, Active Directory, ServiceNow, Remedy, Jira
Responsibilities
Perform remote triage and resolve complex hardware/software/network issues; Install, configure, and document desktop IT equipment and network devices; Provide user assistance and guidance during outages; Travel locally between customer buildings; Support coverage shifts Monday through Friday, 9:30 AM to 6:00 PM
Seniority
Senior, hands-on IC
