Mac Service Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Mac Service Technician to support the IT program at a major national laboratory. The successful candidate shall resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. The candidate shall provide tactical-support personnel for the services described below. The responsibility of a Mac Service Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education. Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users. Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems Assist cross-functional teams, in the resolution of IT related issues for all supported platforms Appropriately document all required information into the ticketing system & the knowledgebase. Resolve service requests, or issues, as appropriate within the specified timeline. Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction Create & contribute to the in-house knowledge. Possess the capacity to work independently & effectively while maintaining positive productivity levels. Maintain a positive relationship with fellow peers, cross functional teams & leadership Other duties assigned as necessary.

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
Telecommuting, or hybrid work, will be considered on a case by case basis at the discretion of the service manager

Responsibilities

Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment).
Support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Provide in-depth procedural & technical computer end-user support.
Provide Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
Assist in various scopes of the Service Desk as needed by the business.
Resolve more complex hardware & software problems
Assist cross-functional teams, in the resolution of IT related issues for all supported platforms
Appropriately document all required information into the ticketing system & the knowledgebase.
Resolve service requests, or issues, as appropriate within the specified timeline.
Meet required productivity expectations, including metrics, SLAs and Customer Satisfaction
Create & contribute to the in-house knowledge.
Possess the capacity to work independently & effectively while maintaining positive productivity levels.
Maintain a positive relationship with fellow peers, cross functional teams & leadership
Other duties assigned as necessary.