IT Support Technician 2

Description & Requirements

Maximus is seeking an IT Support Technician 2 to join our team. As an IT Support Technician 2, you will be versatile resource responsible for providing end-to-end technical support across the enterprise IT environment. This role ensures seamless technology experiences by assisting with equipment setup, troubleshooting, and maintenance. The Utility IT Support Specialist plays a key role in bridging gaps across IT service functions and delivering exceptional customer service.

This position is an onsite role, 5 days a week and requires an active public trust security clearance.

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

Job-Specific Essential Duties and Responsibilities:

Endpoint Technician Support (primary support)

• Provide life-cycle support which includes but is not limited to the following: imaging, deployment, maintenance, training, and documentation of client systems (computers and laptops). Deployment includes delivering the client system to the customer's work area when onsite and shipping when offsite; configuring and connecting the client system; and testing the client system for functional operation
• 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
• Provide integration and support for a variety of peripheral devices such as printers, scanners, external storage devices, and other peripheral accessories
• Support endpoint improvement projects, including but not limited to, annual workstation lifecycle replacements and operating system upgrades/migrations
• 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
• Handle warranty support: determine if failed systems or components are under warranty; contact the appropriate manufacturer; obtain the replacement part(s); and return the defective system or component to the manufacturer in accordance with manufacturer's disposition instructions and coordinate with the Government
• Provide level 2 support to resolve incident and request service tickets within the required service level agreement
• 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
• Collaborate with the Desktop Engineering Team ensuring accuracy of images deployed

VTC Technician Support (secondary support)

• Provide Tier 2 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 subject matter expertise to develop requirements for VTC system upgrades and implement the authorized upgrades
• Provide Tier 2 support for NETL's displays (for commercial TV, NETL information, etc.)
• Set up, test, and operate conference room technology (VTC, Teams/WebEx systems, microphones, cameras, displays)
• Support live meetings and events, ensuring reliability of video and audio connections

IT Service Center and Meeting Room support (provide backup support in this area)

• Serve as Morgantown 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 support, including password resets, account unlocks, and general troubleshooting, application troubleshooting, hardware issues, peripherals etc.
• Configure meeting rooms for Teams and WEBEX meetings
• Assist users in troubleshooting connectivity and other meeting-related issues
• Assist users in scheduling meetings
• Provide training and assistance to users and administrative staff with remote, online, and in-person use of meeting room devices and systems Enroll, configure, and manage mobile devices using MDM solutions
• Assist users with email, VPN, and application setup on iPhones
• Troubleshoot connectivity, performance, and user access issues
• Manage iOS upgrades and any policy changes

Job-Specific Minimum Requirements:

• Associate's degree in information technology or related field, or equivalent experience.
• 2+ years of IT support experience across multiple technology areas.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and collaboration tools (Teams, WebEx).
• Experience with ServiceNow or similar ITSM ticketing systems.
• Familiarity with VTC technologies and mobile device management solutions.
• Excellent communication and customer service skills.
• Ability to multitask and adapt quickly to changing priorities.

Preferred Skills and Qualifications:

• CompTIA A+, Network+, or equivalent certifications.
• Hands-on experience supporting executive-level staff or high-visibility meetings.
• Knowledge of ITIL practices for incident, request, and asset management. ITIL Foundations certification a plus.

Work Environment:

• Onsite role with flexibility to provide support across Morgantown WV (Primary Location) and Pittsburgh office spaces, conference rooms, warehouse and remote sessions.
• Travel between the NETL sites will be required: Approximately 65 miles from site to site.
• Monday through Friday with flexibility in working hours. Between 7am and 5pm.

#techjobs #clearance #veteransPage

Minimum Requirements

TCS145, T1, Band 4

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@maximus.com.

Minimum Salary

$

64,000.00

Maximum Salary

$

74,000.00