Service Center Tech Lead

Company: ECS Federal, LLC
Location: Albuquerque
Posted on: May 28, 2023

Job Description:

ECS is seeking a Service Center Tech Lead to work in our Albuquerque, NM office. Job Description:ECS is looking for a Service Center Tech Lead, providing support for a National Laboratory in Albuquerque, NM! The Tech Lead will apply technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems; analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction; collects, defines, and organizes detailed user requirements; defines, plans and deliverables for assigned projects; understands and complies with project budgets; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.Respond to service requests & incident management services, generated by the Service Desk & by customers. Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians. Resolve more complex issues escalated from the Service Desk & reported by the computing customer.Provide set up & medium-to-advanced troubleshooting of video conference equipment.Provide basic to advanced desk side support & troubleshooting skills for Windows, Macintosh, iOS & software applications. System administration for Windows desktop.Troubleshoot virtual desktops as required.Test application compatibility & support cyber initiatives.Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).Test, verify, and document changes to computer equipment.Assist with technology development initiatives.Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working orderProvide adequate notice for planned absences.Backup and support IT Walk Up services in your geographical location.Other duties as assigned. Required Skills: Associates degree + 2 years of experience in related field, OR 5 total years of equivalent experience. Obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.Two years of PC support, diagnostic/troubleshooting, & repair experience is required.Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).Ability to type 50 WPM Desired Skills:1 year of experience in the current customer environment. Bachelor's degree in information technology or related discipline.Technical Certifications such as: A+, NET+, ACMT, Microsoft Fundamentals, etc.ITIL v4 Foundations Certification.Experience working with Mac OS and hardware.ServiceNow ExperienceExperience with KCS methodology ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans. ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.PDN-9929430a-9217-4084-901a-181640287734

Keywords: ECS Federal, LLC, Albuquerque , Service Center Tech Lead, Other , Albuquerque, New Mexico