What are the responsibilities and job description for the End User Support Technician position at Encantado Technical Solutions?
Overview:
ABOUT US:
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment 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.
Encantado Technical Solutions is seeking an End User Support Technician. The ideal candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The candidate 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 candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs). The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.
Responsibilities:
- Install, troubleshoot, repair and upgrade Windows, Linux and UNIX operating systems.
- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
- Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current team procedures & system configurations & maintaining the team documentation library & change management schedules.
- 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 & where ever available in the repair customer issues within target time limits
- Provide 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
- 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 Technology Services metrics
- Meet all performance service level targets
- Make every attempt, when appropriate, to resolve service requests remotely.
- Partner with team members to communicate new solutions & assist other technicians when call volume is low
- Contribute to the knowledge-base through research of articles, training courses attended, on the job learning, etc.
- Participate in IT projects
- Achieve & maintain knowledge of all applicable site procedures
- Exercise appropriate workflow & time management
- Associates Degree in Computer Science, Information Systems, or other related field and minimum 4 years’ experience in IT support
- Able to obtain and maintain a DOE Q Security Clearance
- Must be a US Citizenship
Required Skills:
- 3 years’ experience working with, troubleshooting and fixing Linux and UNIX operating system(s).
- Skilled in working with computer hardware
- Experience in configuring, installing, & managing endpoint computing system applications.
- Formal customer service experience & technical training will be required.
- Experience supporting and troubleshooting Red Hat and Ubuntu Operating Systems
- Experience with equipment & software installation & upgrades.
Desired Experience:
- IT Certifications to include Red Hat ,CompTia, Red Hat, Microsoft or Apple Certifications
- Five years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including an extensive working knowledge of PC operations including hardware, operating systems & network settings.
- Experience leading technical support teams
- Experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system. Familiar/Experience in endpoint system troubleshooting in an ITIL service oriented environment.
- Experience with Windows or Mac Operating systems
- Current Dept. of Energy clearance, L or Q (preferred). DoD clearance also acceptable.
WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?
Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.
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 equal employment 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.
