Job description
Overview:
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. Responsibilities:
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.
Encantado Technical Solutions is seeking a Classified Support Technician to 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.
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.
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Respond to service requests & incident management services, generated by the Service Desk & by customers. Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.
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Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
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Appropriately document all required information into the call tracking system.
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Troubleshoot virtual desktops as required.
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Partner with team members to communicate new solutions and assist other technicians when call volume is low.
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Exercise appropriate workflow & time management.
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Test application compatibility & support cyber initiatives.
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Under minimal direction, the selected candidate will be responsible for troubleshooting Windows Desktop Systems & applications, by applying technical & operational knowledge to configure, operate, & maintain information processing & telecommunications systems.
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Responsibilities also include configuring, installing, and managing endpoint computing system applications and troubleshooting user problems in an ITIL service-oriented environment.
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You will also be involved with documenting current team procedures & system configurations, in addition to maintaining the, “Team Documentation Library,” & change management schedules.
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Other duties assigned as necessary.
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Govt. Security Clearance Required: This position requires an Active Dept. of Energy Q-Clearance. An Active DoD Top Secret Clearance may be acceptable.
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Minimum of 4+ years’ experience supporting desktop computers.
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Associate Degree in related field, or 3 years of additional related experience in lieu of degree
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Familiar/Experience in endpoint system troubleshooting in an ITIL, service-oriented environment.
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Experience in configuring, installing, & managing endpoint computing system applications.
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Excellent interpersonal & customer service skills are also required.
Desired:
- CompTIA Certs such as A+, Linux+, Net+.
About Us:
Encantado Technical Solutions (ETS) 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 KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.
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