End-User Support Technician

ECS is seeking an End-User Support Technician to work in our Albuquerque, NM office.

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

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; and 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 & software applications. System administration for Windows desktop.

• Mac OS & application experience a plus.

• Troubleshoot virtual desktops as required.

• Test application compatibility & support cyber initiatives.

• Other duties as assigned.

. HS Diploma and minimum 2 years' experience in IT support

. Active DOE Security Clearance

. Must be a US Citizen

. Ability to obtain and maintain a U.S. Department of Energy Q security clearance

. Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePointe, etc.)

. Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support).