LAN Technician - USCG Academy

JOB TITLE: LAN Technician

PROGRAM/AGENCY: United States Coast Guard Academy (USCGA)

POSITION INFORMATION: Full-Time Position

LOCATION: New London, VT, onsite

CLEARANCE: Employee will be required to obtain a Public Trust security clearance

BENEFITS: Health, Dental and Vision, 401(k), Flexible Spending Account (FSA), 11 Paid Federal Holidays, PTO, education reimbursement

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security. We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

The LAN Tech is the first point of contact for all IT-related inquiries and issues within the organization. They are responsible for providing time and effective technical support, troubleshooting hardware, software, and network problems, and escalating complex issues to appropriate teams.

RESPONSIBILITIES:

Serve as first point of contact for all incoming IT support requests via phone, email and ticket system across the USCGA's customer base (cadets, faculty and staff).
• Troubleshooting network related issues and connectivity.
• Diagnose and resolve hardware (laptops, desktops, printers, mobile devices) and software issues across various platforms (e.g. windows, Office 365, etc.)
• Log all issues and resolutions in the USCGA's ticketing system.
• Guide users through step-by-step problem-solving processes and provide clear, concise instructions to non-technical users.
• Manage user accounts include password resets, access requests and basic administration in Active Directory and other systems.
• Install, configure, and deploy new workstations peripherals, and software, assisting with USCGA member onboarding and offboarding processes.
• Escalate complex or unresolved issues to Tier 2 support or specialized IT teams when necessary.
• Maintain and update a knowledge base with technical documentation, troubleshooting steps, and FAQs.
• Assist with managing IT inventory and tracking assets

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor's Degree in Computer Science, Engineering, or related field
• 3+ years of experience in design, implementation, maintenance, and operation of large complex IP communications networks and related equipment
• Knowledge of automation and shell scripting
• Familiarity with network monitoring tools
• Knowledge of routing and IP protocols
• Basic understanding of server virtualization for performing local tasks
• Understanding of Firewall, Intrusion Detection System, IPSec, and VPN technologies and concepts

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.