Unclassified Desktop Support - 1673 - KeyLogic Systems

Position: Unclassified Desktop Support
Location: Albuquerque, NM
Salary Range: $20.85 - 24.85 per hour
Clearance: Clearable to Q

KeyLogic is seeking an Unclassified Desktop Support Specialist to support an IT Program at a major national laboratory.

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

Responsibilities:

• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits.
• Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist.
• If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics.
• Meet or exceed all performance service level targets.
• Make every attempt, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses attended on the job learning, etc.
• Participate in IT projects.
• Strive to achieve & maintain knowledge of all applicable site procedures.
• Exercise appropriate workflow & time management.
• Provide adequate notice for planned absences (two weeks preferred).
• Other duties assigned as necessary.

Qualifications:

High School Diploma and 2 years of experience related to the position.

 U.S. Citizenship is required to obtain and maintain a U.S. Department. of Energy Q security clearance.

 Should be trained in the prevailing operating system(s) & hardware systems used at the client site.

 Demonstrate formal customer service & technical training will be required.

 Possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.

 Possess experience with equipment & software installation & upgrades.

Desired:

Associate’s Degree or Bachelor’s Degree in Computer Science, Information Systems, or similar

 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.

 Active U.S. Government Clearance