End User Support Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater is seeking a Windows Desktop Support Technician to support a major national laboratory. You will provide end-user support with processes for managing and delivering services that are ITIL® conformant. You will 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, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Requirements

End User Support Specialist I: High School Degree and 1 year related experience. U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance
End User Support Specialist II: High School Degree and 2 years related experience. U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance
End User Support Specialist III: AA/AS Degree and 3 years related experience. In lieu of a degree, an additional 3 years of relevant experience is needed, totaling 6 years. U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance
End User Support Specialist IV: AA/AS Degree and 5 years related experience. In lieu of a degree, an additional 5 years of relevant experience is needed, totaling 8 years. U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy security clearance

Responsibilities

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.