SWIFT Mobility Technician

Edgewater Federal Solutions, Inc.•Albuquerque, NM

2d•Onsite

About The Position

Edgewater Federal Solutions is seeking a SWIFT Mobility Technician to support the IT program at a major national laboratory. The Technician serves as the first point of contact for users seeking technical assistance and is responsible for delivering remote IT support, creating, maintaining, and using knowledge articles, and performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Walk-up support consists of front-line IT Support.

Requirements

HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Related experience may be substituted for relevant education and vice versa.
Ability to obtain & maintain a U.S. Dept. of Energy Clearance
U.S. Citizenship is required.
Must have a working knowledge of mobile and 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 phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
Provide comprehensive Walk up, phone, or 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 utilizing this additional training & expertise.
Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
Efficiently & accurately identify the customer’s specific information.
Appropriately document all required information into the ticketing system & the knowledgebase.
Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
Meet required productivity expectations, including metrics.
Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
Create & Maintain to the in-house knowledgebase.
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.