Swift Walk Up Technician

ECS; Albuquerque (NM); On-site; USD 50,000 - 150,000; Full time

Job summary

Join ECS as a Swift Walk Up Technician in Albuquerque and provide technical support for end-users, focusing on high customer satisfaction. This entry-level role requires at least two years of PC support experience and offers opportunities for skill development within a collaborative IT environment. ECS is dedicated to fostering an inclusive workplace for all employees.

Qualifications

• Two plus years of PC support and repair experience required.
• Ability to type 35 WPM.
• Must be US Citizen with ability to maintain a US Dept. of Energy Clearance.

Responsibilities

• Provide in-depth technical support for users using phone, chat, or email.
• Resolve customer issues efficiently and document in the ticketing system.
• Assist and collaborate with IT Field Techs and cross-functional teams.

Skills

PC support

diagnostic/troubleshooting

customer satisfaction

problem solving

MS Office

Education

High School Degree

Associates Degree or Bachelor’s Degree in Information Technology

Job description

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Job Description

ECS is seeking a

Job Description

ECS is seeking a Swift Walk Up Technician to work in our Albuquerque, NM office.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

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 American People.

The responsibility of a SWIFT Walk Up 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 knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase 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.
  
  

Required Skills

• 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
• High School Degree and two years of related work experience
• Must Be US Citizen
• Must be able to obtain and maintain a US Dept. of Energy Clearance
  
  

Desired Skills

• Associates Degree or Bachelor’s Degree in Information Technology or related discipline.
• Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.
• Ability to type 50+ WPM.
  
  

#ECS1

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

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 American People.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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