IT Technician

Founded in 2014 Crossroads Talent Solutions LLC is a veteran-led SBA 8(a) and Service-Disabled Veteran-Owned Small Business headquartered in Maryland delivering trusted program management administrative and mission support services to federal agencies nationwide. For more than a decade we have supported critical operations for partners including the U.S. Army U.S. Air Force U.S. Navy U.S. Marine Corps National Guard Defense Health Agency (DHA) National Oceanic and Atmospheric Administration (NOAA) Small Business Administration (SBA) U.S. Citizenship and Immigration Services (USCIS) U.S. Attorneys Office (USAO) and the U.S. Department of Agriculture (USDA). Known for our integrity transparency and commitment to excellence Crossroads has built a solid reputation as a reliable federal partner dedicated to delivering measurable performance and taking care of the people who make each mission possible.

**Contingent Upon Award**

Information Technology Technician Federal IT Support

Location: Kansas City Missouri
Schedule: MondayFriday 8:00 a.m.5:00 p.m.
Work Environment: On-site U.S. Attorneys Office

Position Summary

Under the direction of the Systems Manager the Information Technology Technician provides comprehensive technical support and customer service to personnel within the U.S. Attorneys Office for the Western District of Missouri.

The IT Technician is responsible for supporting the reliable operation of end-user computing systems mobile devices office technology software and related equipment. The position provides hands-on and remote technical assistance supports technology deployments and office relocations maintains accurate support documentation and helps ensure a secure and efficient technology environment.

Key Responsibilities

• Provide comprehensive technical support to end users across the U.S. Attorneys Office.
• Diagnose and resolve hardware software system and network-related issues.
• Respond to technical support requests by:
• Telephone
• Email
• Remote-support tools
• In-person/desk-side assistance
• Assist users with configuring and optimizing systems and software applications to improve productivity and performance.
• Troubleshoot hardware and software issues across multiple devices and platforms.
• Manage deploy and service Mobile Device Management (MDM) solutions including iOS devices.
• Install disconnect relocate and reconnect IT equipment during office moves including:
• Desktop and laptop computers
• VoIP/EVoIP phones
• Printers
• Scanners
• Peripherals and related equipment
• Support enterprise hardware and software deployments including installation configuration testing rollout and end-user assistance.
• Coordinate vendor service calls for hardware issues and escort vendor technicians to affected equipment when required.
• Provide conference-room technology support including equipment setup and technical meeting support.
• Document IT support activities in the designated ticketing system including user communications reported issues troubleshooting performed corrective actions and installations.
• Develop and distribute user communications such as system alerts newsletters technical guidance and tip sheets.
• Educate users on system and application functionality and technology best practices.
• Proactively identify opportunities to improve technology workflows products and operational processes and provide recommendations to government personnel.
• Collaborate with the Systems Manager and other IT staff to maintain a secure reliable and efficient technology environment.
• Maintain a high standard of customer service and timely issue resolution.
• Follow organizational IT policies procedures and information-security requirements.

Required Qualifications

• Demonstrated experience providing end-user IT/desktop support.
• Experience troubleshooting computer hardware software system and basic network-related problems.
• Ability to provide technical support remotely and through desk-side/in-person assistance.
• Experience installing configuring testing and supporting hardware and software.
• Ability to install and relocate computers phones printers scanners and peripherals.
• Ability to document incidents requests troubleshooting activities and resolutions in an IT ticketing system.
• Strong customer-service and interpersonal communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Ability to work effectively with a Systems Manager IT personnel end users and outside vendors.
• Strong troubleshooting analytical organizational and documentation skills.

Preferred Technical Experience

• Mobile Device Management (MDM)
• Apple iOS device support
• Desktop and laptop hardware troubleshooting
• Microsoft-based end-user computing environments
• Printers scanners and multifunction devices
• VoIP/EVoIP telephone equipment
• Remote-support technologies
• IT service/ticketing systems
• Conference-room and meeting technology
• Enterprise hardware/software deployment and rollout support

Mandatory Federal Requirements

• Must be a U.S. citizen.
• Must successfully complete at minimum a Tier 2 background investigation.
• Must submit Standard Form 86 (SF-86) before commencing on-site work.
• Must be capable of working with Sensitive But Unclassified (SBU) information and complying with applicable DOJ information-security requirements.

Ideal Candidate

The ideal candidate is a customer-focused IT support professional who combines strong hands-on troubleshooting abilities with clear communication and documentation skills. The individual should be comfortable supporting users with varying levels of technical proficiency while working in a security-conscious federal environment where reliability confidentiality responsiveness and accurate documentation are essential.

Benefits

• Medical/Dental/Vision Benefits Offered
• 401k
• Life Insurance plans
• Employee Health and Wellness program

Crossroads Talent Solutions LLC is a Veteran friendly employer and provides equal employment opportunity (EEO) to all employees and applicants without regard to race color religion sex sexual orientation gender identity national origin age disability status genetic information marital status ancestry protected veteran status or any other characteristic protected by applicable federal state and local laws.

Equal Opportunity Employer/Veteran/Disabled