Walk Up Service Desk Technician

Encantado Tech; Albuquerque (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Encantado Technical Solutions is seeking a Walk-up Service Desk Technician to support IT services at a major National Laboratory. The role involves resolving hardware and software issues, providing high-quality customer service, and supporting multi-user environments. Candidates should have strong technical skills and experience in a fast-paced IT setting, with opportunities for advancement.

Benefits

Opportunities for advancement

Comprehensive benefits

Qualifications

• 4+ years of PC support and troubleshooting experience.
• Ability to obtain a Department of Energy Q Clearance.
• U.S. Citizenship required.

Responsibilities

• Install, troubleshoot, and upgrade Windows, Linux, and UNIX systems.
• Provide prompt responses to service requests and document procedures.
• Ensure system security and complete preventative maintenance.

Skills

PC support

Diagnostics

Troubleshooting

Customer service

Linux

UNIX

Education

Associate’s degree in a relevant field

Bachelor’s degree in Computer Science or related fields

Tools

ITIL

CompTIA certifications

Red Hat certifications

Microsoft certifications

Apple certifications

Job description

Overview

Encantado Technical Solutions is seeking a Walk-up Service Desk Technician to support the IT program at a major National Laboratory.

This role involves resolving incidents, service requests, and problems related to hardware and software computing devices, including mobile equipment. The candidate will also support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Responsibilities

1. Install, troubleshoot, repair, and upgrade Windows, Linux, and UNIX operating systems.
2. Provide prompt initial responses to all assigned service requests, ensuring performance standards are met or exceeded.
3. Configure, install, and manage endpoint computing system applications, troubleshoot user problems in an ITIL environment, document procedures and configurations, and maintain documentation and change management schedules.
4. Troubleshoot system problems and complete repairs efficiently, minimizing recurrence.
5. If unable to repair immediately, validate the user's problem and provide temporary workarounds if necessary.
6. Use remote tools, knowledge bases, and other resources to diagnose and resolve issues within target timeframes.
7. Communicate repair and installation statuses to customers and notify when repairs are complete.
8. Advise customers on techniques to prevent future incidents.
9. Document all necessary information into the call tracking system.
10. Ensure system security (e.g., locking cases, password protection).
11. Complete site-specific preventative 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 to share solutions and assist during low call volume.
16. Contribute to the knowledge base through research and training.
17. Participate in IT projects.
18. Maintain knowledge of site procedures and exercise good workflow and time management.

Qualifications

• Associate’s degree in a relevant field plus 4 years of experience, or 7 years of related experience without a degree.
• Ability to obtain and maintain a Department of Energy Q Clearance.
• U.S. Citizenship.

Required skills and experience:

• Over four years of PC support, diagnostics, troubleshooting, and repair experience, with extensive knowledge of hardware, OS, and network settings.
• Experience troubleshooting Linux and UNIX operating systems.
• Experience configuring, installing, and managing endpoint applications.
• Proven ability to deliver high-quality customer service in a fast-paced IT environment.

Desired skills and experience include:

• Bachelor’s degree in Computer Science, Information Systems, or related fields.
• IT certifications such as CompTIA, Red Hat, Microsoft, or Apple certifications (e.g., A+, Server+, Network+, MCSA, MCITP, ACSP, CCA).
• Experience with ITIL best practices and ISO 29000 quality management systems.
• Supporting and troubleshooting Windows OS.
• Department of Energy clearance (L or Q preferred; DoD clearance acceptable).

Why Work at Encantado Technical Solutions?

We value teamwork, communication, and dedicated service. We offer opportunities for advancement and comprehensive benefits to support our employees and their families.

About Us

Encantado Technical Solutions (ETS) is a joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC, supported by KeyLogic and Amentum. Employees work for one of these companies.

We are committed to equal employment opportunities for all applicants and employees, regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or other protected status.