High Security Desktop Support Technician

Edgewater Federal Solutions, Inc.•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. The technician will utilize remote tools and knowledge bases to diagnose and resolve customer issues within target time limits, providing regular communication on repair status. They will also offer advice to customers to prevent future incidents, document all required information in the ticket tracking system, and ensure systems are secured. Completing site-specific preventative maintenance checklists and escalating issues when necessary are key responsibilities. The role requires meeting productivity expectations and performance service level targets, with an emphasis on resolving service requests remotely. Collaboration with team members, contributing to the knowledge base, participating in IT projects, and maintaining workflow and time management are also expected. 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-or.
Troubleshoot the 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.