SWIFT Walk Up Support Technician
On-siteAlbuquerque, New Mexico, United States
Job Summary
Provide phone, email, web, and in-person support for users regarding e-mail, directories, operating systems, and desktop applications. Serve as the first point of contact for troubleshooting hardware, software, and printer issues across PC and Mac systems. Partner with IT teams to develop, test, and implement solutions while assisting field techs in resolving complex problems. Efficiently identify customer information, document all interactions in the ticketing system and knowledgebase, and route unresolved requests to appropriate support groups. Resolve service requests within specified timelines while meeting productivity metrics. Maintain positive relationships with cross-functional teams and leadership while working independently.
Required Qualifications
- HS Diploma and a minimum 1 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
- Related experience may be substituted for relevant education and vice versa
- Ability to obtain & maintain a U.S. Dept. of Energy Clearance
- U.S. Citizenship
- Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications
- 6 months of customer help desk experience
- Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer)
- Ability to type 35 WPM
Desired Qualifications
- Experience in the current customer environment
- Associates Degree or bachelor's degree in information technology, or related discipline
- Experience with ServiceNow
- Experience with KCS methodology
- Ability to type 50+ WPM
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