Network Support Technician Jobs

Inserso is seeking Network Support Technicians to provide support to our DHS customers worldwide. This position provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested.

The Network Support Technician reports to an Area Technical Lead and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required

This role will include, but will not be limited to the following responsibilities:

• Conduct or provide new equipment deployments and/or requested deployment support
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products
• Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Communicate effectively both orally and written with customers, stakeholders, and technical specialists
• Assist in testing, applying and maintaining server configurations and related security patches
• Provide inventory support and input to the provided inventory system for the customer
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
• Provide support of mobile and wireless devices to include smartphones, tablets and hotspots
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS and middleware
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design and new construction of next generation IT systems
• Analyzes functional business requirements and design specifications for functional activities
• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
• Assist in maintaining and checking the health of systems and backups to include restore testing
• Responsible for installing and maintaining video teleconferencing infrastructure to include assisting with user requests
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
• Provide daily, weekly and monthly activity reports describing activities accomplished in a timely manner

Required Skills/Experience:

• Good technical writing, presentation, and documentation skills
• Experience in a rapid paced, time sensitive, high-quality environment
• Must have excellent team skills and collaboration skills
• Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than 20%). Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations
• Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues
• Attention to detail and follow-through
• Associate Degree or equivalent experience
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails
• Ability to work with minimal supervision
• If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework
• General knowledge network products and systems
• 1+ years’ of IT-related support experience, preferably in a helpdesk or customer support role
• This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process

Preferred Skills/Experience:

• Prior experience of IT support in an Enterprise environment (10,000+ end-users)
• Experience functioning as a technical expert across multiple project assignments
• Prior hands-on experience with the setup, configuration and administration of servers and backups
• Experience evaluating system performance results and recommending improvements or optimizations
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments
• ITIL v4, MCSE, A+, Security+, Network+, or other relevant certifications
• Experience planning and leading technology assignments and projects
• Experience performing IT hardware repairs and installing replacement parts
• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks

EOE, including Disability/Vets
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.