Computing Systems Tech 2

Candidates MUST live in New Mexico, USA.

Description :

The Service Desk Technician provides day-to-day technical support to employees, both locally and remotely, ensuring the stability and efficiency of network infrastructure, desktop systems, and related hardware and software. Primary responsibilities include responding to and resolving technical issues, installing and configuring desktop and mobile systems, troubleshooting workstation and network connectivity problems, and supporting users in a heterogeneous environment. The technician will also test and evaluate commercial and Laboratory-developed software to ensure quality and functionality, maintain passwords and data integrity, and uphold file system security. Additionally, the role requires the ability to effectively communicate complex technical information to both technical and non-technical users while recommending hardware and software solutions, including upgrades and new acquisitions.

This position requires the employee to work in a call center setting, handling a high volume of technical support inquiries and troubleshooting issues via phone, chat, email, and remote access tools to provide timely resolutions to end users.

This role begins within our ICE division Service Desk group in a teleworking capacity. However, occasional on-site presence will be required based on business needs, including mandatory on-site reporting for random drug testing. Over time, this position is expected to transition into an on-site role to support career growth, professional development, and enhanced collaboration within the organization. Service Desk Leadership reserves the discretion to assess long-term retention within the Service Desk Group based on business needs and organizational alignment.

Education

Position typically requires a high school diploma and one-to-two years of related experience, or an equivalent combination of education and experience.