Encantado is seeking a Service Desk Technician to support a major national laboratory.

The Service Desk Analyst plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices.

Culture:

• Be a champion of collaboration: Foster teamwork and camaraderie within the service desk, readily assisting colleagues and sharing knowledge to solve complex issues.
• Embrace a healthy competition: Motivate yourself and others to continuously improve, celebrating individual and team achievements while maintaining a focus on supporting each other's success.
• Contribute to a positive and inclusive environment: Treat everyone with respect, value diverse perspectives, and actively contribute to a welcoming atmosphere where everyone feels heard and valued.

We offer:

• A supportive and collaborative work environment.
• Opportunities for professional development and career growth.
• The chance to make a real impact on the success of our organization and build a valuable knowledge base.

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• High School Diploma and a minimum of 3 years of experience in a technical support role (e.g. service desk, help desk, desktop support) is required.
• Obtain and maintain a US Deptarment of Energy Clearance; US Citizenship is required.
• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
• Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.
• Ability to type 50 words per minute.
• Passion for continuous learning and growth, both individually and as part of a team.
• Commitment to fostering a supportive and inclusive work environment where everyone can excel.

Bonus experiences and skills include:

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A , CompTIA Network , Microsoft Certified Solutions Associate).
• 70 WPM typing speed.

Please note: This job description is not intended to be an exhaustive list of all responsibilities, duties, and qualifications associated with the position.

About Us:

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide equalemployment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.