ECS is seeking an Executive Office Support Technician to work in our Albuquerque, NM office.

Job Description:

ECS is seeking an Executive Office Support Technician to support the IT program at a major national laboratory.

Provide end-user support with processes for managing and delivering services that are ITIL® conformant. 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, 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.

Responsibilities:

The CSS Executive Office (EO) Support Team will provide top quality IT support services to the offices of the Vice Presidents and above along with their support staff, enabling them to provide exceptional service in the national interest. The EO team will respond to and resolve the executive office’s IT service requests, develop standard processes and configuration of the various devices, and ensure all tailored configurations for each leader is secure and recoverable with minimal impact on the ability of the executive leader to perform work. As the EO team develops quality standards, processes, and procedures, they will be shared with the rest of CSS desktop support staff which ultimately should lead to quality desktop support for all of Sandia.

• Work independently, and with a team, to resolve issues for a specified customer base at a moment’s notice. Issues range from high level advanced troubleshooting to hardware repair for machines and equipment.
• Resolve complex issues escalated from Tier 1, 2 and 3 technicians.
• Provide set up and advanced troubleshooting of video conference equipment.
• Provide advanced desk side support and troubleshooting skills for Windows, Mac, and iOS applications.
• 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).
• Troubleshoot virtual desktops as required.
• Assist with technology development initiatives.
• Test application compatibility and support cyber 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.

Required Skills:

• High School Diploma and a minimum of 3 years’ experience supporting desktop computers.
• U.S. Citizenship is required per Contract to obtain and maintain a Department of Energy clearance, with the ability to obtain and maintain a DOE Q Clearance.
• Familiar/Experience in endpoint system troubleshooting in an ITIL, service-oriented environment.
• Experience in configuring, installing, & managing endpoint computing system applications.
• Excellent interpersonal & customer service skills are also required.

Desired Skills:

• CompTIA Certs such as A , Linux , Net .
• 1 year of experience working within client environment
• Jamf Enterprise Experience
• Apple OS Certification

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local 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 3000 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.