Help Desk Technical Lead - 1849 - KeyLogic Systems

Position: IT Team Manager
Location: Albuquerque, NM
Salary Range: $46,800 - $56,800 per year
Clearance: Clearable to Q

KeyLogic is seeking a Help Desk Technical Lead to support a major national laboratory. 

This position plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices.

Culture:

• Be a champion of collaboration: Foster teamwork and camaraderie within the service desk, readily assisting colleagues and sharing knowledge to solve complex issues.
• Embrace a healthy competition: Motivate yourself and others to continuously improve, celebrating individual and team achievements while maintaining a focus on supporting each other's success.

Contribute to a positive and inclusive environment: Treat everyone with respect, value diverse perspectives, and actively contribute to a welcoming atmosphere where everyone feels heard and valued.

We offer:

• A supportive and collaborative work environment.
• Opportunities for professional development and career growth.
• The chance to make a real impact on the success of our organization and build a valuable knowledge base.

Responsibilities:

Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. Provide escalation support for help desk troubleshooting needs and training as well as potential to visit end users in the field as needed.

•  Accountable for the performance of the Service Desk front line services: Phones, Chat, Service Requests
• Ensure proper contacts are made on incidents.
• Review aged tickets and take over if necessary.
• Ensure proper troubleshooting process is followed.
• Collaborate with management, for providing on the job training for all technicians.
• Escalate service requests to the appropriate IT support team for resolution if the problem cannot be handled within set productivity expectations.
• Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues within SLA target time limits.
• Partner with team members to educate with new solutions & assist other technicians when call volume is low.
• Participate and lead team projects as needed.
• Identify technical issues surrounding Incident Management, Knowledge Management, & Problem Management and report to Manager as needed.
• Collaborate with other service provider teams to improve service.
• Appropriately document all required information into all environments.
• Provide customer with regular communication regarding status of trouble tickets.
• Successfully resolve more complex hardware and software problems.
• Capacity to work independently and effectively while maintaining good team interactions.

 Qualifications:

Required Skills:

• Associates degree + 2 years of experience in related field, OR 5 total years of equivalent experience.
• Obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.
• Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM 

Desired experiences and skills include:

• 1 year of experience in the current customer environment.
• Demonstrated experience with Mac Operating Systems and hardware.
• Technical Certifications such as: A+, NET+, ACMT, Microsoft Fundamentals, etc.
• ITIL v4 Foundations Certification.
• Experience working with Mac OS and hardware.
• ServiceNow Experience
• Experience with KCS methodology