Windows Desktop Support Technician
On-siteAlbuquerque, New Mexico, United States
Job Summary
Provide prompt response to all assigned service requests, troubleshooting system problems and completing repairs in a timely manner while ensuring minimal recurrence. If unable to repair on initial visit, validate the user's problem and provide temporary workarounds to allow continued operations. Effectively use remote assistant tools and knowledge bases to diagnose issues within target time limits, communicating regular status updates to customers. Appropriately document all information into the ticket tracking system and ensure systems are secured with locked cases and password protection. Complete site-specific preventative maintenance checklists and escalate unresolved issues to appropriate IT support. Make every attempt to resolve service requests remotely and partner with team members to share new solutions and assist during low-volume periods. Contribute to the knowledge base through research and training while exercising appropriate workflow and time management.
Required Qualifications
- HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
- Must be able to obtain and 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
- A+, NET+, ACMT, Microsoft Fundamentals, etc., ITIL v4 Foundations Certification, KCS Foundations, CompTia Certifications, ACSP or JAMF Certs
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