Windows Desktop Support Technician

Edgewater Federal Solutions; Juan Tabo Hills (NM); On-site; USD 40,000 - 60,000; Full time

Job summary

Edgewater Federal Solutions is hiring a Windows Desktop Support Technician in New Mexico. The candidate will support computer hardware and software in several states, including NM. Responsibilities include troubleshooting, documentation, and customer support.

Applicants must have a high school diploma, at least 1 year of directly related experience, and customer help desk skills. Desired qualifications include IT degrees and experience with ServiceNow. Edgewater offers equal employment opportunities.

Qualifications

• Minimum 1 year of related experience in desktop support.
• Ability to obtain and maintain a U.S. Dept. of Energy Clearance.
• Experience with customer help desk operations.

Responsibilities

• Provide prompt response to service requests.
• Troubleshoot and repair system problems.
• Document all required information into the ticket tracking system.

Skills

PC operations

Customer help desk experience

Typing speed 35 WPM

Virtual desk expertise

Education

HS Diploma

Associates or bachelor's degree in IT

Tools

ServiceNow

MS Office applications

Job description

Overview

Edgewater Federal Solutions is seeking a Windows Desktop Support Technician. The candidate will support the Computer Field Services and provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs). The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual‑desktop infrastructure, and associated peripheral devices.

Responsibilities

• Provide prompt response to all assigned service requests, ensuring the standard performance requirement is met.
• Troubleshoot the system problems & 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 & wherever available in the repair customer issues within target time limits.
• Provide the 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 ticket tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist. If needed, elevate to appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics.
• Meet or exceed all performance service level targets.
• Make every attempt, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses, on the job learning, etc. Participate in IT projects.
• Create & maintain knowledge.
• Exercise appropriate workflow & time management.
• Other duties as assigned.

Qualifications

Required:

• HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Related experience may be substituted for relevant education and vice versa.
• Must be able to obtain and maintain a U.S. Dept. of Energy Clearance.
• U.S. Citizenship is required.
• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• 6 months of customer help desk experience.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 35 WPM.

Desired:

• Experience in the current customer environment.
• Associates Degree or bachelor's degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM.

Examples of Relevant Certifications:

• A+
• NET+
• ACMT
• Microsoft Fundamentals
• ITIL v4 Foundations Certification
• KCS Foundations
• CompTia Certifications
• ACSP
• JAMF Certs

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.