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 IT Service Center, Desktop Support, Video Teleconferencing (VTC), and Mobile Device (iPhone) environments. This role ensures seamless technology experiences by responding to incidents, fulfilling service requests, and 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 the ability to obtain and maintain a Public Trust clearance is required.

• 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.

Job-Specific Essential Duties and Responsibilities:

Desktop Support

• Install, configure, and maintain workstations, laptops, monitors, peripherals, and software.
• Provide desk-side support for hardware/software issues, break/fix, and upgrades.
• Support OS and EOL replacement campaigns
• Support onboarding/offboarding processes, including equipment provisioning and collection. Including property management process.
• Collaborate with the Desktop Engineering Team ensuring accuracy of images deployed.

IT Service Center

• Serve as first point of contact within the IT Serviced Desk Team, 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.

Meeting Room Support

• 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

VTC Support

• 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.
• Troubleshoot and resolve technical issues in real-time to minimize disruption.
• Support and maintain DMB (Digital Message Boards)

Mobile Device (iPhone) Support

• 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 Qualifications:

• High school diploma is required
• The ability or obtain and maintain a Public Trust clearance is required. Due to federal requirements, ship is required.
• 3+ years of relevant experience
• 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 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
• Associates degree or Bachelor's degree plus

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Minimum Requirements

TCS257, S2, Band 2

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.

Minimum Salary

$ 30.00

Maximum Salary

$ 35.00