What are the responsibilities and job description for the IT Technician position at Beyond20?
Beyond20 is seeking an experienced IT Technician supporting a DoD client. The program provides IT and AV support to a closed DoD network, including maintaining and operating the government IT and AV systems to ensure continuity of service and provide upgrades as required to ensure system integrity and compliance with DoD regulations and standards. Support will be provided to day-to-day users of the network and systems.
This role will be responsible for troubleshooting and resolving technical trouble calls reported to the help desk, documenting steps and resolutions in the tickets, and performing regular maintenance on classroom technology and AV equipment. The successful candidate will have a strong customer service mindset and will be expected to exercise discretion and independent judgment with respect to matters of significance.
Responsibilities:
- Perform computer maintenance, administration, and repair
- Perform peripheral equipment maintenance, administration, and repair including projectors, touch panels, AV racks, and cameras.
- Responds and resolves tickets within contractual SLAs.
- Comfortable troubleshooting physical and software/configuration problems with:
- Crestron
- Extron
- Cisco Touch10
- All cabling (CAT6, DisplayPort, HDMI, VGA, Power Adapters)
- Other specialized A/V hardware deployed in the supported environment.
- Documents ticket work logs and resolutions in the Air Force Service Desk system
- Provides excellent customer service and communicates effectively to customers
- Take appropriate corrective actions to exchange or replace components with Government provided replacement parts.
Qualifications:
- High School Diploma or equivalent
- 2 years of experience
- Security certification for Information Assurance Technical Level II (IAT-II) or higher
- Prior experience supporting Air Force or DoD a plus
- Experience with Service Desk and IT systems like Remedy, ServiceNow, Jira, SharePoint, etc. is a plus
- Must possess strong written and verbal communication skills