Desktop Support Technician - 1757 - KeyLogic Systems

Position: Service Desk Technician 
Location: Albuquerque, NM
Salary Range: $20.85 - 24.85 per hour
Clearance: Clearable to Q

KeyLogic is seeking a Desktop Support Technician to support the IT program at a major national laboratory.

Performs varied administrative duties with a relatively broad scope to support an organization’s programs, projects, and activities. Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Maintain effective and efficient adherence to the Event Management Process. Review system and application logs and verify completion of scheduled jobs, including system backups.

Make suggestions to enhance existing processes and procedures, observe and control the status and performance of system components, servers, and network facilities. Answer incoming problem calls from customer and internal sites and resolves associated tickets. Write incidents reports & document events. Follow procedures; provide updates, ask questions, take action, follow up on missing, incomplete or unresolved issues.

Responsibilities:

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or.
• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & 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, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limit
• Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist.
• If needed, escalate the service request to the appropriate IT support for resolution if 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, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses attended on the job learning, etc.
• Participate in IT projects.
• Strive to achieve & maintain knowledge of all applicable site procedures.
• Exercise appropriate workflow & time management.
• Other duties as assigned.

Qualifications:

• Associate degree in a Computer Science, Computer Engineering, Information Systems, or other related field. Addtional 3 years of related experience may be substituted in lieu of degree.
• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
• Should be trained in the prevailing operating system(s) & hardware systems used at the client site.
• Demonstrate formal customer service & technical training.
• Possess experience with equipment & software installation & upgrades.
• Due to the nature of the work & its location, U.S. Citizenship is required.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy clearance.

Desired experiences and skills include:

• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Apple Certifications, such as ACSP or JAMF Certs are desired.
• Active U.S. Government Clearance