Walk Up Service Desk Technician

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

Job summary

A leading company is seeking a Walk-up Service Desk Technician to support IT operations at a major National Laboratory in Albuquerque. The role involves troubleshooting and resolving hardware and software issues, managing endpoint applications, and ensuring customer satisfaction in a fast-paced environment. Candidates should have relevant experience and a degree or equivalent experience, with a focus on providing excellent service and technical support.

Qualifications

• 4 years of PC support and troubleshooting experience.
• Experience with Linux and UNIX OS troubleshooting.
• Proven customer service in a fast-paced IT environment.

Responsibilities

• Install, troubleshoot, repair, and upgrade Windows, Linux, and UNIX operating systems.
• Respond promptly to service requests and ensure performance standards are met.
• Document all information into the call tracking system.

Skills

PC support

Troubleshooting

Customer service

Linux

UNIX

Endpoint application management

Education

Associate’s degree in a relevant field

Bachelor’s Degree in Computer Science or related fields

Job description

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 related to hardware and software computing devices, including mobile equipment. You will also support multi-user rooms and video/collaborative technologies.

Responsibilities

1. Install, troubleshoot, repair, and upgrade Windows, Linux, and UNIX operating systems.
2. Respond promptly to service requests, ensuring performance standards are met or exceeded.
3. Configure, install, and manage endpoint applications; troubleshoot user issues; document procedures and configurations; maintain documentation library and change schedules.
4. Troubleshoot system problems and complete repairs efficiently to minimize recurrence.
5. If unable to repair on the first visit, validate the issue and provide temporary workarounds if necessary.
6. Use remote tools, knowledge bases, and other resources to diagnose and resolve issues within target times.
7. Communicate repair status and completion to customers regularly.
8. Advise customers on techniques to prevent future issues.
9. Document all information into the call tracking system.
10. Ensure system security (e.g., locking cases, password protection).
11. Complete site-specific preventive maintenance.
12. Escalate unresolved issues to appropriate support teams.
13. Meet productivity and service level targets.
14. Attempt remote resolution when possible.
15. Collaborate with team members and contribute to the knowledge base.
16. Participate in IT projects and stay updated on site procedures.
17. Manage workflow and time effectively.

Qualifications

• Associate’s degree in a relevant field plus 4 years of experience or 7 years of related experience without a degree.
• U.S. Citizenship required for security clearance.
• At least 4 years of PC support, troubleshooting, and repair experience, including hardware, OS, and network settings.
• Experience with Linux and UNIX OS troubleshooting.
• Experience managing endpoint applications.
• Proven customer service in a fast-paced IT environment.

Desired:

• Bachelor’s Degree in Computer Science, Information Systems, or related fields.
• IT certifications such as CompTIA, Red Hat, Microsoft, or Apple.
• Experience with ITIL practices and ISO 9001/20000-1/27001 standards.
• Support and troubleshooting experience with MS Windows OS.
• Department of Energy clearance (L or Q preferred), DoD clearance acceptable.

About Us:

Edgewater Federal Solutions, founded in 2002, is a government contracting firm based in Frederick, MD. It is ISO and CMMI certified, recognized as a Top Workplace, and committed to equal employment opportunities regardless of race, gender, or other protected statuses.