Unclassified Desktop Support
ECS Corporate Services

Job Info

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ECS is seeking an Unclassified Desktop Support to work in our Albuquerque, NM office.

Job Description:

ECS is looking for its next Unclassified Desktop Support Specialist to support a major laboratory in Albuquerque, NM!

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

• 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.

Required Skills:

Qualifications:

• High School Diploma and a minimum of 3 years of experience in a technical support role (e.g., service desk, help desk, desktop support) is required.
• U.S. Citizenship is required to obtain and maintain a U.S. Department of Energy Q security clearance.
• 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.

Desired Skills:

Bonus experiences and skills include:

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

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

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.

General Description of Benefits

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