Linux End User Support Technician

Edgewater Federal Solutions•Albuquerque, NM

2d•Onsite

About The Position

Edgewater Federal Solutions is seeking a Linux End User 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 (NM, CA, D.C., and NV), including high-security buildings. Support is offered in both unclassified and classified environments for operating systems such as MS Windows, MacOS, and Linux (RHEL, Ubuntu), and hardware including laptops, desktops, thin/zero clients, and associated peripherals.

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

Provide basic to advanced desk side support & troubleshooting skills for Windows, Macintosh, Linux, iOS & software applications.
Configure, operate, and maintain information processing and telecommunications systems.
Analyze performance statistics to support tuning, automation, and optimization activities.
Establish, compose, and maintain security, capacity, and business continuity controls and documentation.
Interact with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction.
Collect, define, and organize detailed user requirements.
Define, plan and deliverables for assigned projects.
Understand and comply with project budgets.
Conceptualize, construct, test, implement, and/or operate integrated infrastructure solutions.
Recommend training plans; and lead 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.
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.