Windows Desktop Support Technician

Edgewater Federal Solutions • Albuquerque, NM

13d • Onsite

About The Position

Edgewater Federal Solutions is seeking a Windows Desktop Support Technician to support the Computer Field Services. This role provides second-tier, desk-side computer support for computing hardware and software across various locations including NM, CA, D.C., and NV. Support is offered in both unclassified and classified environments, within general campus areas and high-security buildings (HSBs). The supported operating systems include approved versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). Hardware support encompasses laptops, desktops, thin/zero clients (including desktop-as-a-service and virtual-desktop infrastructure), and associated peripherals.

Requirements

• HS Diploma and a minimum of 1 year 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.
• Must be able to obtain and maintain a U.S. Dept. of Energy Clearance.
• U.S. Citizenship is required.
• 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.
• Examples of Relevant Certifications: A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs

Responsibilities

• Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met.
• Troubleshoot system problems and complete repairs in a timely and efficient manner, ensuring minimal recurrence of the problem (rework).
• If unable to repair on the initial visit, validate the user’s problem and provide information on a temporary work around, if necessary, to allow the customer to continue to work until the system is repaired.
• Effectively use remote assistant tools, knowledge base, and other tools to diagnose and repair customer issues within target time limits.
• Provide the customer with regular communication regarding the status of repairs/installs, including notification when repairs are complete.
• Communicate appropriate advice and techniques to the customer to avoid future incidents of a similar nature.
• Appropriately document all required information into the ticket tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site-specific, preventative maintenance checklists.
• Escalate to the appropriate IT support for resolution if a problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics.
• Meet or exceed all performance service level targets.
• Make every attempt to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses, on-the-job learning, etc.
• Participate in IT projects.
• Create and maintain knowledge.
• Exercise appropriate workflow and time management.
• Perform other duties as assigned.

Benefits

• ISO 9001, 20000-1, 270001 certified
• Appraised at CMMI Level 3 Maturity for Development and Services
• Named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025
• Equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED