Service Desk Technician
Company: ECS Federal, LLC
Posted on: September 19, 2023
ECS is seeking a Service Desk Technician to work in our
Albuquerque, NM office.
ECS is looking for a Service Desk Technician, providing support for
a major national laboratory in Albuquerque, NM!
As a Service Desk Technician, you will be working with the Service
Desk team. This team consists of a centralized service desk and
related roles tied to specific networking/telecom functions. The
centralized service desk is the entry point and owner of first
tiers of support (based on Information Technology Infrastructure
Library's [ITIL--] definition of tiers). Requests are received via
phone calls, emails, chats, and web submittals. The service desk is
responsible for (1) delivering remote IT support by creating,
maintaining, and using knowledge articles and (2) performing basic
troubleshooting to resolve, capture, report, or route incidents and
requests. Some of the service desk's functions are replicated in
the network/telecom areas.
The responsibility of a Service Desk Technician is to provide
in-depth procedural and technical computer end-user support with
the highest level of customer satisfaction. Support will be
provided using inbound phone calls, inbound chat, inbound and
outbound email, instant messaging, or other tools as assigned and
available. In some cases, the technician will dispatch service
requests and escalate issues to appropriate points of contact
defined within the support organization. The technician will
interact and contribute to the overall knowledge in a way that
captures their experience and capitalizes on the collective
experience of the organization. The right candidate will be able to
observe and adapt to the core values and collective behaviors that
make up an organization.
DAY-TO-DAY ACTIVITES/TASKS INCLUDE:
Resolve basic to advanced issues remotely that have been reported
by the customer. Upon completing additional training, more complex
issues will be worked.
Provide comprehensive Phone, Chat, Web Submission, and Email
Support for the efficient resolution of incidents and requests of
Upon completing additional training, assist in additional scope of
the Service Desk as needed by the business. Resolve more complex
hardware and software problems utilizing this additional training
Assist the IT Field Techs and cross-functional teams, in the
resolution of IT related issues for all supported platforms.
Efficiently and accurately identify the customer's specific
information using provided templates and/or guidance.
Document all required, pertinent information in the ticketing
system in a way that captures the customer's experience.
Resolve service requests, or issues, as appropriate on the first
point of contact or within the specified timeline.
Meet required productivity expectations, including Service Center
Route and dispatch the service request to the appropriate IT
support group or next level Tech, for resolution, if the problem
cannot be handled within defined time constraints.
Possess the capacity to work independently and effectively while
maintaining positive productivity levels.
Maintain a positive relationship with fellow peers, cross
functional teams, and leadership.
Partner with other IT teams in the development, testing and
implementation of commercially and internally developed
Maintain the ability to manage multiple responsibilities at once by
focusing on one task while keeping track of others.
Other duties assigned as necessary.
Obtain and maintain a U.S. Dept. of Energy Clearance; U.S.
Citizenship is required.
Two plus year(s) of PC support, diagnostic/troubleshooting, and
repair experience is required.
High School Diploma
Must have a working knowledge of PC operations which include
Hardware, network settings, operating system, and MS Office
Intermediate to expert virtual desk expertise (related to equipment
connectivity for computing customer).
Ability to type 50 WPM
Demonstrated experience with Mac Operating Systems and hardware
Associates degree or bachelor's degree in Information Technology or
Any Technical Certifications, i.e.: A+, NET+, ACMT, Microsoft
ITIL v4 Foundations Certification.
Familiarity with the Service Now platform
KCS Foundation Certification
Ability to type 70+ WPM
Any additional requirements determined by the Service Manager
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 3800+ employees focus on providing
their technical talent to support the Federal Agencies and
Departments of the US Government to serve, protect and defend the
Keywords: ECS Federal, LLC, Albuquerque , Service Desk Technician, Professions , Albuquerque, New Mexico
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