Service Center Technician II

Chenega Corporation•Albuquerque, NM

About The Position

Service Center Technician II Albuquerque, NM Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! The Service Center Technician II handles Tier 2 IT technical support requests for a broad internal user base.

Requirements

High School Diploma or GED
2+ years of computer support experience.
1+ year experience in computer system/network support; 6+ months of specialized experience related to Hardware PC Technician.
Background Check
Must be able to obtain a Public Trust
Knowledge, Skills, and Abilities:
Experience using Beyond Trust (Remote Desktop Tool)
Experience using Remedy ITSM
Ability to provide 24/7 on-call support for events requiring an immediate and emergency response
Familiar with standalone and network computers and associated peripheral devices.
Knowledge of computer hardware, peripherals, and software configuration.

Responsibilities

Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIT function defined within the performance work statement
Accept and process all customer Incident, Problem, and Change Tickets.
Assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software, including commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues
Continuously take proactive steps to reduce ticket escalations by adapting to new trends and changes to customer support requirements
Keep the customer informed during the troubleshooting and resolution period until the ticket is closed
Review and monitor all network status messaging systems and software in place to determine the current system and network status
Maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems/software will include the Service Center Ticket System, voicemail, email status reports, intranet, and other means of customer notification
Manage and document customer support issues, remediation, and customer satisfaction using a structured system for task resolution.
Shall be the primary agent for the accountability of the customer's vast IT hardware resources.
Shall provide reports for technical support activity, property accountability, and event schedules.
Shall maintain meeting, training, and conference room schedules while coordinating technical support for each room.
Other duties as assigned.