We are seeking a Desktop Support Technician to support the IT program.

Responsibilities

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.

Qualifications

• Must possess associate degree and 2 years of experience related to the position
• In lieu of a degree, 5 years of experience is required.
• U.S. Citizenship is required per Contract to obtain and maintain a U.S. Department of Energy clearance, with the ability to obtain and maintain a DOE Q clearance.
• 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.

Desired experiences and skills include:

• Bachelor’s Degree or higher in Computer Science, Information Systems, or similar
• 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.
• Active U.S. Government Clearance

Job Type: Full-time

Salary: $55,000.00 per year

Ability to commute/relocate:

• Albuquerque, NM 87102: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support (Preferred)
• iOS (Preferred)
• Windows (Preferred)

Work Location: In person

Speak with the employer
91 8392946850