Mac Service Desk Technician - 1859 - KeyLogic Systems

Position: MAC Service Desktop Technician
Location: Albuquerque, NM
Salary Range: $24.34 - $27.34 per hour
Clearance: Clearable to Q

KeyLogic is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 - $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.

The Mac Service Desk Technician role 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.

Responsibilities:

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

Responsibilities:

• Responding to inbound inquiries:

• • Answer phone calls and live chat messages from users experiencing technical issues.
  • Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications.
  • Provide clear and concise instructions to guide users through troubleshooting steps.

• Managing offline tickets:

• • Process and prioritize tickets submitted through email or online portal.
  • Analyze and prioritize high-severity, escalated tickets within the offline queue.
  • Investigate issues independently and research solutions based on knowledge base resources and internal procedures.
  • Collaborate with internal teams like IT specialists and network engineers to escalate complex issues and ensure timely resolution.

• Knowledge Base & KCS:

• • Effectively use the knowledge base as the primary resource for resolving user inquiries.

Qualifications:

• • Contribute to the improvement and expansion of the knowledge base by:

• • • Documenting solutions to resolved tickets in a clear, concise, and accurate manner.
    • Identifying opportunities to create new knowledge base articles based on recurring issues.
    • Reviewing and updating existing articles to ensure accuracy and relevance.

• • Adhere to KCS principles to promote knowledge sharing and continuous improvement.

• Documenting and reporting:

• • Maintain accurate records of all interactions and resolutions in designated tracking systems.
  • Analyze trends and identify opportunities for improvement in service delivery.
  • Generate reports and provide feedback to management on key performance indicators.

• Maintaining a positive and professional demeanor:

• • Deliver exceptional customer service with a friendly and helpful attitude.
  • Remain calm and composed under pressure, while prioritizing efficiency and accuracy.
  • Actively learn and adapt to new technologies and procedures.

Qualifications:

• Minimum of 3 years of experience in a technical support role (e.g., service desk, help desk, desktop support).
• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
• Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.
• Ability to type 50 words per minute.
• Passion for continuous learning and growth, both individually and as part of a team.
• Commitment to fostering a supportive and inclusive work environment where everyone can excel.
• Ability to obtain and maintain a DOE "Q" Clearance

Bonus points:

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A+, CompTIA Network+, Microsoft Certified Solutions Associate).
• 70 WPM typing speed

Please note: 

This job description is not intended to be an exhaustive list of all responsibilities, duties, and qualifications associated with the position.