Walk Up Service Desk Technician
Job title: Walk Up Service Desk Technician in Albuquerque, NM at reputed company.
Company: reputed company.
Job description: Overview:reputed company is seeking a Walk up Service Desk Technician to support the IT program at a major National Laboratory.In this role you will resolve incidents, service requests, and problems associated with service failures or degradations that are reputed company to hardware and software computing devices (including mobile equipment). Additionally, the candidate shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. Responsibilities:
- Install, troubleshoot, repair and upgrade Windows, Linux and UNIX operating systems.
- Provide reputed company initial response to reputed company assigned service requests, ensuring reputed company performance requirement is met-or-exceeded.
- Responsibilities also include configuring, installing, & managing reputed company computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting reputed company team procedures & system configurations & maintaining the team documentation library & change management schedules.
- 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 reputed company, & other tools to diagnose as appropriate & where reputed company available in the repair customer issues reputed company reputed company time limits
- Provide customer with regular communication regarding status of repair/install including notification reputed company repairs are complete
- Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
- Appropriately document reputed company 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
- Escalate the service request to the appropriate IT support for resolution if problem cannot be handled reputed company provided time constraints
- Meet required productivity expectations, including Technology Services metrics
- Meet reputed company performance service level targets
- reputed company every attempt, reputed company appropriate, to resolve service requests remotely
- Partner with team members to communicate new solutions & assist other technicians reputed company call volume is low
- Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
- Participate in IT projects
- reputed company & maintain knowledge of reputed company applicable site procedure
- Exercise appropriate workflow & time management
- Associate’s degree in relevant field plus 4 years experience, OR 7 years of experience reputed company to the job in lieu of degree.
- U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
- 4+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including an extensive working knowledge of PC operations including hardware, operating systems & network settings.
- Experience working with troubleshooting and fixing Linux and UNIX operating system(s).
- Experience in configuring, installing, & managing reputed company computing system applications.
- Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.
- Bachelor’s Degree in Computer Science, Information Systems, etc.
- IT Certifications to include reputed company, reputed company, reputed company or reputed company Certifications.
- Examples include: A+, Server+, Network+, MCSA, MCITP, ACSP, CCA, etc.
- Experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system. Familiar/Experience in reputed company system troubleshooting in an ITIL service oriented environment.
- Experience supporting and troubleshooting MS Windows Operating Systems
- reputed company. of Energy clearance, L or Q (preferred). DoD clearance also acceptable.