Walk Up Service Desk Technician

Edgewater Federal Solutions; Albuquerque (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Edgewater Federal Solutions is seeking a Walk Up Service Desk Technician to support IT at a major National Laboratory in Albuquerque. The role involves resolving incidents, managing service requests, and maintaining system security, requiring strong technical skills and customer service experience.

Qualifications

• 4+ years of demonstrated PC support and troubleshooting experience.
• Experience in configuring, installing, and managing endpoint computing system applications.
• U.S. Citizenship required for obtaining Department of Energy clearance.

Responsibilities

• Install, troubleshoot, repair and upgrade Windows, Linux, and UNIX operating systems.
• Provide prompt initial response to all assigned service requests.
• Document all required information into the call tracking system.

Skills

PC support

diagnostic/troubleshooting

customer service

Linux

UNIX

Education

Associate's degree in relevant field

Bachelor's Degree in Computer Science

Job description

Walk Up Service Desk Technician

Job Locations

US-NM-Albuquerque

ID

2025-3760

Category

Information Technology

Type

Full Time

Overview

Edgewater Federal Solutions 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 related 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 prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current 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 base, & other tools to diagnose as appropriate & where ever available in the repair customer issues within target time limits
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all 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 within provided time constraints
• Meet required productivity expectations, including Technology Services metrics
• Meet all performance service level targets
• Make every attempt, when appropriate, to resolve service requests remotely
• Partner with team members to communicate new solutions & assist other technicians when call volume is low
• Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
• Participate in IT projects
• Achieve & maintain knowledge of all applicable site procedure
• Exercise appropriate workflow & time management

Qualifications

• Associate's degree in relevant field plus 4 years experience, OR 7 years of experience related 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 endpoint computing system applications.
• Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.

Desired:

• Bachelor's Degree in Computer Science, Information Systems, etc.
• IT Certifications to include CompTia, Red Hat, Microsoft or Apple 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 endpoint system troubleshooting in an ITIL service oriented environment.
• Experience supporting and troubleshooting MS Windows Operating Systems
• Dept. of Energy clearance, L or Q (preferred). DoD clearance also acceptable.

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.