End User Support Technician - 2090

Overview
Position: End User Support Technician
Location: Albuquerque, NM
Salary Range: $22.85 -28.85 per hour
Clearance: Clearable to Q

KeyLogic 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

Qualifications

• 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

• Four years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including an extensive working knowledge of PC operations including hardware, operating systems & network settings.
• Experience working with troubleshooting and fixing Linux and UNIX operating system(s).
• Experience in configuring, installing, & managing endpoint computing system applications.
• Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.

• Bachelor’s Degree in Computer Science, Information Systems, etc.
• IT Certifications to include CompTia, Red Hat, Microsoft or Apple Certifications.
• Examples include: A , Server , Network , MCSA, MCITP, ACSP, CCA, etc.
• 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 supporting and troubleshooting MS Windows Operating Systems