Linux End User Support Technician

Edgewater Federal Solutions, Inc.•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, including high-security buildings. The supported operating systems include approved versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu), and the hardware includes 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 be US Citizen
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.
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.
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.