Job description
Overview:
The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas. 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 Service Center Tech Lead to support the IT program at a major national laboratory.
The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.
- Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems
- Analyzes performance statistics to support tuning, automation, and optimization activities
- Establishes, composes, and maintains security, capacity, and business continuity controls and documentation
- Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction
- Collects, defines, and organizes detailed user requirements
- Defines, plans and deliverables for assigned projects
- Understands and complies with project budgets
- Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions
- Recommends training plans
- Leads continuous improvement activities.
- 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.
- Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
- Provide set up & medium-to-advanced troubleshooting of video conference equipment.
- Provide basic to advanced desk side support & troubleshooting skills for Windows, Macintosh, iOS & software applications. System administration for Windows desktop.
- Troubleshoot virtual desktops as required.
- Test application compatibility & support cyber initiatives.
- Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
- Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
- Test, verify, and document changes to computer equipment.
- Assist with technology development initiatives.
- Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
- Provide adequate notice for planned absences.
- Backup and support IT Walk Up services in your geographical location.
- Other duties as assigned.
- Associates degree and 2 years of experience in related field
- In lieu of a degree, additional relevant experience is applicable.
- U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy clearance, with the ability to obtain and maintain a DOE Q clearance
- Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
- 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 50 WPM
Desired experience & skills:
- 1 year of experience in the current customer environment.
- Bachelor’s degree in information technology or related discipline.
- Technical Certifications such as: A+, NET+, ACMT, Microsoft Fundamentals, etc.
- ITIL v4 Foundations Certification.
- Experience working with Mac OS and hardware.
- ServiceNow Experience
- Experience with KCS methodology
- Any additional requirements determined by the Service Manager
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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