Job Description

ECS is seeking an End User Support Technician to work in our Albuquerque, NM office.

The ideal candidate shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The candidate shall 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, the candidate shall 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.

• 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 & where ever available in the repair customer issues within target time limits
• Provide 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 & assist other technicians when call volume is low
• Contribute to the knowledge-base 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
  
  

Required Skills

• Should be trained in the prevailing operating system(s) & hardware systems used at the client site.
• Demonstrate formal customer service & technical training
• Possess experience with equipment & software installation & upgrades.
• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
  
  

Desired Skills

• 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
  
  

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.