Jr. Classified Support Technician - 1771 - KeyLogic Systems

Position: Jr. Classified Support Technician 
Location: Albuquerque, NM
Salary Range: $22.36 - $26.83 per hour
Clearance: Active Q Clearance

KeyLogic is seeking a Jr. Classified 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:

• Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems
• Analyzes performance statistics to support tuning, automation, and optimization activities
• Establishes, composes, and maintains security, capacity, and business continuity controls and documentation
• Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction
• Collects, defines, and organizes detailed user requirements
• Defines, plans and deliverables for assigned projects
• Understands and complies with project budgets
• Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
• Recommends training plans; and leads continuous improvement activities.
• Respond to service requests & incident management services, generated by the Service Desk & by customers. Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.
• Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
• Provide set up & medium-to-advanced troubleshooting of video conference equipment.
• Provide basic to advanced desk side support & troubleshooting skills for Windows & software applications. System administration for Windows desktop.
• Mac OS & application experience a plus.
• Troubleshoot virtual desktops as required.
• Test application compatibility & support cyber initiatives.
• Work with tier-3 to develop and deliver training to new team members
• Review and update knowledge articles applicable to the environment
• Assist with project deployment and implementation.
• Execute virtual machine provisioning.
• Other duties as assigned.

Qualifications:

• High School Diploma and a minimum of two years’ experience in IT Support
• U.S. Citizenship is required per contract, with an active DOE Q clearance.
• Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
• Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support).

Desired:

• Associate's Degree or Bachelor's Degree in related field.
• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Apple Certifications, such as ACSP or JAMF Certs are desired.