Classified Help Desk Technician

Overview

Encantado Technical Solutions is seeking a Classified Support Technician to support the IT program at a major national laboratory.

In this role you will provide classified end-user support remotely via phone calls and chat. You will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices used to access enterprise classified networks. Strong customer service, communication, and technical knowledge, with the ability to work independently and under pressure are essential to the role.

Responsibilities

As a Classified Help Desk Technician, you will:

• Serve as a Subject Matter Expert (SME) regarding the Client’s classified computing environments, as well as support of specific applications and hardware.
• Troubleshoot software and hardware related issues with enterprise classified equipment.
• Partner with team members to educate with new solutions & assist other technicians. 
• Provide white glove customer service to ensure customers are taken care of.
• Participate in training of new employees and peers.
• Responsible for the creation of knowledge, using KCS methodology, to be used by End User and Service Desk Support teams, and the transfer of that knowledge.
• Maintain 100% Safety and Security in all environments.
• Recognize and provide feedback to improve the service when identified. 
• Possess the capacity to work independently & effectively while maintaining positive productivity levels
• Test application compatibility & support cyber initiatives.
• Other duties as assigned. 

Qualifications

• High School Degree and minimum of 3 years of experience in a technical support role (e.g., service desk, help desk, desktop support).
• Must be a US Citizenship
• Active DOE “Q” clearance

Required Skills:

• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• 50 WPM typing speed

Desired Skills:

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A , CompTIA Network , Microsoft Certified Solutions Associate).
• 70 WPM typing speed.

WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?

Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.

ABOUT US:

Encantado Technical Solutions (ETS) is an unpopulated 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.