Classified Support Technician

Edgewater Federal Solutions•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Classified Support Technician to support a major national laboratory. The role provides in-depth procedural and technical end-user support for hardware and software computing devices, including mobile equipment, as well as multi-user rooms and video and collaborative technologies. The technician resolves incidents, service requests, and problems associated with service failures or degradations, using phone, chat, email, instant messaging, deskside support, or other available tools. The position may dispatch requests or escalate issues to appropriate contacts, and may assist with other Service Desk work after additional training.

Requirements

High school diploma and at least two years of directly related experience demonstrating the knowledge, skills, and ability to perform the duties; related experience may be substituted for relevant education and vice versa.
Ability to obtain and maintain a U.S. Department of Energy clearance.
U.S. citizenship is required.
Working knowledge of PC operations, including hardware, network settings, operating systems, and Microsoft Office applications.
At least six months of customer help desk experience.
Intermediate to expert virtual desk expertise related to equipment connectivity for computing customers.
Ability to type 35 words per minute.

Nice To Haves

Experience in the current customer environment.
Associate or bachelor’s degree in information technology or a related discipline.
Experience with ServiceNow.
Experience with KCS methodology.
Ability to type 50 or more words per minute.
Any additional requirements determined by the Service Manager.

Responsibilities

Provide comprehensive phone, chat, and deskside support to resolve end-user incidents and requests efficiently.
Resolve incidents, service requests, and problems related to hardware, software, computing devices, mobile equipment, and service failures or degradations.
Support multi-user rooms, such as Skype rooms and classrooms, and video and collaborative technologies.
Dispatch service requests and escalate issues to appropriate points of contact when needed.
Promote internal education and provide procedural and technical end-user support with a high level of customer satisfaction.
Partner with other IT teams to develop, test, and implement commercially and internally developed solutions.
Assist with various scopes of Service Desk work after completing additional training, as needed by the business.
Resolve complex hardware and software problems.
Assist cross-functional teams in resolving IT-related issues across supported platforms.
Document required information in the ticketing system and knowledgebase.
Resolve service requests and issues within specified timelines.
Meet productivity expectations, including metrics, SLAs, and customer satisfaction measures.
Create and contribute to in-house knowledge.
Work independently and effectively while maintaining positive productivity levels.
Maintain positive relationships with peers, cross-functional teams, and leadership.
Perform other duties as assigned.