Overview
On Site
Full Time
Skills
Help Desk
Customer Satisfaction
Messaging
Development Testing
Service Desk
Training
Issue Tracking
Technical Support
Knowledge Base
Productivity
Leadership
Energy
Security Clearance
Repair
Computer Operation
Network
Operating Systems
Information Technology
Information Engineering
Internet Explorer
Network+
ACMT
Microsoft
ITIL
Typing
OS X
Computer Hardware
SAP BASIS
Law
FOCUS
Job Details
Job Description
ECS is seeking a Service Desk Technician to work in our Albuquerque, NM office.
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.
The responsibility of a Help Desk Specialist is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.
Required Skills
Desired Skills
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.
ECS is seeking a Service Desk Technician to work in our Albuquerque, NM office.
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.
The responsibility of a Help Desk Specialist is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.
- Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
- Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
- Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
- Upon completing additional training, assist in various scopes of the Service Desk as needed by the business.
- Resolve more complex hardware & software problems utilizing this additional training & expertise.
- Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
- Efficiently & accurately identify the customer's specific information.
- Appropriately document all required information into the ticketing system & the knowledgebase.
- Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
- Meet required productivity expectations, including Service Center metrics.
- Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
- Maintain & contribute to the in-house knowledgebase.
- Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
- Possess the capacity to work independently & effectively while maintaining positive productivity levels.
- Maintain a positive relationship with fellow peers, cross functional teams & leadership.
- Participate in After-Hours Support rotations, as needed (on call).
- Other duties assigned as necessary.
Required Skills
- Obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.
- Three plus year(s) of PC support, diagnostic/troubleshooting, & repair experience is required.
- High School Diploma
- 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 35 WPM
Desired Skills
- Demonstrated experience with Mac Operating Systems and hardware
- Associates Degree or Bachelor's Degree in Information Technology or related discipline.
- Any Technical Certifications, ie: A+, NET+, ACMT, Microsoft Fundamentals, etc.
- ITIL v4 Foundations Certification.
- Ability to type 50+ WPM
- Experience working with Mac OS and hardware
- Any additional requirements determined by the Service Manager
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.