Linux Deskside Support Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

9d•Onsite

About The Position

Edgewater Federal Solutions is seeking a Linux Deskside Support Technician to support the IT program at a major national laboratory. This role involves providing second-tier, desk-side computer support for computing hardware and software across various locations, including high-security buildings. The supported operating systems include approved 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.

Requirements

HS Diploma and a minimum 2 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Ability to obtain & maintain a U.S. Dept. of Energy Clearance
U.S. Citizenship is required.
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

Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems
Analyzes performance statistics to support tuning, automation, and optimization activities
Establishes, composes, and maintains security, capacity, and business continuity controls and documentation
Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction
Collects, defines, and organizes detailed user requirements
Defines, plans and deliverables for assigned projects
Understands and complies with project budgets
Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
Recommends training plans; and leads continuous improvement activities.
Respond to service requests & incident management services, generated by the Service Desk & by customers.
Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.
Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
Provide set up & medium-to-advanced troubleshooting of video conference equipment.
Provide basic to advanced desk side support & troubleshooting skills for Windows, Macintosh, Linux, iOS & software applications. System administration for Windows desktop.
Troubleshoot virtual desktops as required.
Test application compatibility & support cyber initiatives.
Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
Test, verify, and document changes to computer equipment.
Assist with technology development initiatives.
Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
Other duties as assigned.