What are the responsibilities and job description for the IT Technician II 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.
Beyond20 is seeking an IT Technician providing deskside and training room field support on IT and Audio Visual (AV) services and personnel. A successful individual will have a strong customer service mindset and proven experience leading a team, and will be expected to exercise discretion and independent judgment with respect to matters of significance.
The IT Technician 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.
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.
- Documents ticket work logs and resolutions in the Army 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
- Prior experience supporting Army 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
Certification Requirements:
- Security certification for Information Assurance Technical Level II (IAT-II) or higher
- Microsoft 365 Certified Modern Desktop Administrator Associate (MDAA), based on having passed the MD-100 and MD-101 exams
- Preference will be given to qualified applicants who already hold a valid Security and MDAA certification, but all candidates are encouraged to apply
