Encantado Technical Solutions is currently seeking a Windows Desktop Support Technician to support an IT program for the Department of Energy at Sandia National Laboratories.

Actual Duty Description: 

Provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks. Provide support in responding to system user requests for assistance. Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs. Provide support to: install and provide basic support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems. Support the agency Local Area 

Network (LAN) Administrator with server maintenance and administration. Require general knowledge of network products including, but not limited to, Novell, CISCO, and UNIX. 

Field Services Technician job duties: 

* Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.  

* Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)  

* If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.  

* Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits  

* Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.  

* Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.  

* Appropriately document all required information into the call tracking system.  

* Ensure system is appropriately secured (case is locked, system password protected, etc.).  

* Complete site specific, preventative maintenance checklist.  

* If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.  

* Meet required productivity expectations, including Field Service Team metrics.  

* Meet or exceed all performance service level targets  

* Make every attempt, when appropriate, to resolve service requests remotely.  

* Partner with team members to communicate new solutions and assist other technicians when call volume is low.  

* Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc.  

* Participate in IT projects.  

* Strive to achieve & maintain knowledge of all applicable site procedures.  

* Exercise appropriate workflow & time management.  

* Provide adequate notice for planned absences (two weeks preferred).  

* Other duties as assigned. 

Skills Required: as per the SR: 

* Due to the nature of the work & its location, U.S. Citizenship is required.  

* Should be trained in the prevailing operating system(s) & hardware systems used at the client site.  

* Possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.  

* Demonstrate formal customer service & technical training will be required.  

* Possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment. 

* Possess experience with equipment & software installation & upgrades. 

Skills Desired: 

* Associates Degree or Bachelors Degree in Computer Science, Information Systems, etc.  

* Active U.S. Government Clearance  

* 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. 

Education Required: 

* A High School Diploma or GED Equivalent, is required. 

Experience Required: 

* Two year(s) of PC support, diagnostic/troubleshooting, & repair experience is required. 

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. 

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.