Executive Office Support Technician - 1868 - KeyLogic Systems

Position: Executive Office Support Technician
Location: Albuquerque, NM
Salary Range: $24.85 - $29.74 per hour
Clearance: Clearable to Q

KeyLogic is seeking an Executive Office Support Technician to support the IT program at a major national laboratory. 

Provide end-user support with processes for managing and delivering services that are ITIL® conformant. 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, 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:

DUTIES:
The Subcontractor shall partner with NTESS to deliver elevated global support and technical VIP or executive service, including NTESS-identified VIPs or executives and their executive staff. The Subcontractor shall either respond to executive-computing needs to resolve issues or escalate them to the appropriate specialized team as required.

The CSS Executive Office (EO) Support Team will provide top quality IT support services to the offices of the Vice Presidents and above along with their support staff, enabling them to provide exceptional service in the national interest. The EO team will respond to and resolve the executive office’s IT service requests, develop standard processes and configuration of the various devices, and ensure all tailored configurations for each leader is secure and recoverable with minimal impact on the ability of the executive leader to perform work. As the EO team develops quality standards, processes, and procedures, they will be shared with the rest of CSS desktop support staff which ultimately should lead to quality desktop support for the customer.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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:

• High School Diploma and a minimum of 3+ years of IT experience troubleshooting Windows and/or Macintosh OS.
• U.S. Citizenship is required per Contract to obtain and maintain a Department of Energy clearance, with the ability to obtain and maintain a DOE Q Clearance. 
• 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 designed by the client
• 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
• CompTIA Certs such as A+, Linux+, Net+.
• 1 year of experience working within client environment
• Jamf Enterprise Experience
• Apple OS Certification