05 Apr
Desktop Support Technician
New Mexico, Albuquerque , 87101 Albuquerque USA

Vacancy expired!

ECS is seeking a

Desktop Support Technician to work in our

Albuquerque, NM office.

Job Description: ECS is looking for a Windows Desktop Support Technician, providing support for Sandia National Laboratories in Albuquerque, NM! The Subcontractor shall provide end-user support with processes for managing and delivering services that are ITIL conformant. The Subcontractor shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
  • Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
  • Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework).
  • If unable to repair on initial visit, validate the user's problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
  • Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
  • Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
  • Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
  • Appropriately document all required information into the call tracking system.
  • Ensure system is appropriately secured (case is locked, system password protected, etc.).
  • Complete site specific, preventative maintenance checklist.
  • If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
  • Meet required productivity expectations, including Field Service Team metrics.
  • Meet or exceed all performance service level targets.
  • Make every attempt, when appropriate, to resolve service requests remotely.
  • Partner with team members to communicate new solutions and assist other technicians when call volume is low.
  • Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc.
  • Participate in IT projects.
  • Strive to achieve & maintain knowledge of all applicable site procedures.
  • Exercise appropriate workflow & time management.
  • Provide adequate notice for planned absences (two weeks preferred).
  • Other duties assigned as necessary.

Required Skills:

  • Due to the nature of the work & its location, U.S. Citizenship is required.
  • Should be trained in the prevailing operating system(s) & hardware systems used at the client site.
  • Possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.
  • Demonstrate formal customer service & technical training will be required.
  • Possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.
  • Possess experience with equipment & software installation & upgrades.
  • Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.

Desired Skills:

  • Bachelor's Degree or higher in Computer Science, Information Systems, or similar.

  • Active U.S. Government Clearance.
  • CompTia Certifications, such as A+ or Network+ are desired.
  • Microsoft Certifications, such as MCSA Windows is desired.
  • Apple Certifications, such as ACSP or JAMF Certs are desired.
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans. ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Vacancy expired!

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