Service Desk Technician

Davita Inc.; Albuquerque (NM); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in Albuquerque seeks a Service Desk Technician to provide high-quality IT support in a dynamic service desk environment. Key responsibilities involve troubleshooting, documentation, and resolving service requests while ensuring a high level of customer satisfaction. The ideal candidate will have a High School Diploma, experience in PC support, and an aptitude for customer service.

Qualifications

• High School Diploma required plus 2 years of experience.
• Working knowledge of PC operations including hardware and MS Office.
• Ability to type 35 WPM.

Responsibilities

• Provide in-depth technical support and resolve basic to complex issues.
• Document all required information into the ticketing system.
• Maintain a positive relationship with peers and support teams.

Skills

PC support

Troubleshooting

Customer service

Documentation

Knowledge management

Education

High School Diploma

Associate Degree or Bachelor's in IT

Job description

Service Desk Technician

Job Locations

US-NM-Albuquerque

ID

2025-3780

Category

Information Technology

Type

Full Time

Overview

Edgewater Federal Solutions is seeking a Service Desk Technician. The service desk 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
(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.

Responsibilities

The responsibility of a Service Center Technician is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the technician will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.

Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
• Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
• Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
• Upon completing additional training, you will assist in various scopes of the Service Desk as needed by the business.
• You will successfully resolve more complex hardware & software problems utilizing this additional training & expertise.
• Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
• Efficiently & accurately identify the customer's specific information.
• Appropriately document all required information into the ticketing system & the knowledgebase.
• 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 metrics.
• Route & 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.
• Maintain & contribute to the in-house knowledge-base; Analyze content of resolved tickets & promote information to knowledge-base articles as appropriate, while keeping knowledge-base articles current.
• Possess the capacity to work independently & effectively while maintaining positive productivity levels.
• Maintain a positive relationship with fellow peers, cross functional teams & leadership.
• You may be asked to participate in After-Hours Support rotations, as needed (on call)
• Other duties assigned as necessary.

Qualifications

• High School Diploma required plus 2 years of experience.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Two plus year(s) 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.
• Basic to intermediate virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM

Desired:

• Associated Degree or Bachelors degree in Information Technology or related discipline.
• Any technical certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification
• Ability to type 70+ WPM.

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal 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 statuses protected by applicable law.