High Security Desktop Support Technician

Edgewater Federal Solutions • Albuquerque, NM

7d • Onsite

About The Position

Edgewater Federal Solutions is seeking a High Security Desktop Support Technician to support a major national laboratory. This role involves providing prompt response to service requests, troubleshooting system problems, and ensuring efficient repairs with minimal recurrence. Technicians will utilize remote assistance tools and knowledge bases to diagnose and resolve issues within target time limits, maintaining regular communication with customers regarding repair status. The position also requires documenting all required information into the ticket tracking system, ensuring system security, and completing site-specific preventative maintenance checklists. Escalation to appropriate IT support will be necessary for issues beyond the technician's scope or time constraints. The role demands meeting required productivity expectations and performance service level targets, with an emphasis on resolving service requests remotely. Collaboration with team members, contribution to the knowledge base, and participation in IT projects are also key aspects of this position. Effective workflow and time management are essential, along with other duties as assigned.

Requirements

• HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties. Related experience may be substituted for relevant education and vice versa.
• Must have an active DOE Q Clearance and maintain, for onsite support.
• Must be able to obtain an SCI Clearance and maintain, for onsite support
• Must be willing to take and pass a Polygraph, if necessary
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM

Nice To Haves

• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

Responsibilities

• Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met.
• Troubleshoot system problems & 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 ticket tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist.
• If needed, escalate 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, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses, on the job learning, etc.
• Participate in IT projects.
• Create & maintain knowledge.
• Exercise appropriate workflow & time management.
• Other duties as assigned.

Benefits

• 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 statuses protected by applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED