Executive Office Support Technician - 1907 - KeyLogic Systems

Overview

The Subcontractor shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The Subcontractor shall 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 Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services 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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to fulfill the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work independently, and with a team, to resolve issues for a specified customer base at a moment’s notice. Issues range from high level advanced troubleshooting to hardware repair for machines and equipment.
• Resolve complex issues escalated from Tier 1, 2 and 3 technicians.
• Provide set up and advanced troubleshooting of video conference equipment.
• Provide advanced desk side support and troubleshooting skills for Windows, Mac, and iOS applications.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Troubleshoot virtual desktops as required.
• Assist with technology development initiatives.
• Test application compatibility and support cyber initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
• Provide adequate notice for planned absences.

Qualifications:

• Minimum of a High School diploma and 3 or more years of IT Experience troubleshooting Windows and/or Macintosh OS
• U.S. Citizenship 
• Ability to attain and maintain a Department of Energy Q clearance

Required Experience

     • Proven track record of delivering superior customer service.
     • Experience with Service Management tools tracking, updating, and completing service requests and incident reports in a ticket tracking system 
     • Partner with team members to ensure that the phones are covered during breaks, lunch, etc.
     

Desired Experience:

• Associates or higher degree in an IT Field
• 1 year of experience working within the Sandia National Laboratory Enterprise IT environment
• Comp TIA A+ Certification
• Jamf Enterprise experience
• Apple OS Certification

See Job Description