End User Support Technician - 2155

Position: End User Support Technician
Location: Albuquerque, NM
Salary Range: $24.85 - $28.85 per hour
Clearance: Active Q Clearance

KeyLogic is seeking an End User Support Technician. The ideal candidate shall provide end-user support with processes for managing and delivering services that are ITIL conformant. The candidate 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, the candidate 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).

Responsibilities

- 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.
- Test application compatibility & support cyber initiatives.
- Other duties as assigned.

Qualifications

- Associates Degree in Computer Science, Information Systems, or other related field and minimum 4 years' experience in IT support
- Must have an active DOE Q Clearance and maintain, for onsite support
- Must be able to obtain an SCI Clearance and maintain, for onsite support
- Must be willing to take and pass a Polygraph, if necessary
- Must be a US Citizenship
Required Skills:
- Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
- Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support).
- Troubleshoot virtual desktops as required.
Desired Experience:
- Mac OS & application experience a plus.
- CompTia Certifications, such as A+ or Network+ are desired.
- Microsoft Certifications, such as MCSA Windows is desired.
- Apple Certifications, such as ACSP or JAMF Certs are desired.