Windows Desktop Support Technician - Encantado Technical Solutions

Overview

Encantado Technical Solutions is currently seeking a Windows Desktop Support Technician to support the IT program at a major national laboratory.

Responsibilities

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.

• 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 limits

• 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.

• Provide adequate notice for planned absences (two weeks preferred).

• Other duties assigned as necessary.

Qualifications

• You must possess a High School diploma or G.E.D. equivalent.
• U.S. Citizenship is required due to the nature of the work & its location, .
• You must be clearable at the DOE Q level; Active U.S. Government Clearance is desired
• You must possess a valid driver's license

• You should be trained in the prevailing operating system(s) & hardware systems used at the client site.

• You will possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.

• You will demonstrate formal customer service & technical training will be required.

• You will possess experience with equipment & software installation & upgrades.

• You will possess Three+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings. 

• You’ll possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment. 

Skills Desired:

• IT Certifications to include CompTia, Microsoft or Apple Certifications.
• Associate degree or Bachelor’s Degree in Computer Science, Information Systems, etc.

About Us: 

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide 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 status protected by applicable law.