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

General Position Description 

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.

* Install, troubleshoot, repair and upgrade Windows, Linux and UNIX operating systems.

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

* Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current team procedures & system configurations & maintaining the team documentation library & change management schedules.

* 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 and repair customer issues within target time limits

* Provide 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

* 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 Technology Services metrics

* Meet all performance service level targets

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

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

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

* Participate in IT projects

* Achieve & maintain knowledge of all applicable site procedures

* Exercise appropriate workflow & time management

Required:

* Ability to obtain and maintain a Dept. of Energy Q Clearance. U.S. Citizenship is required.

* Experience with Linux and UNIX operating system(s).

* Experience troubleshooting and fixing Linux operating systems.

* Skilled in working with computer hardware.

* Experience in configuring, installing, & managing endpoint computing system applications.

* Formal customer service & technical training will be required.

* Three+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a extensive working knowledge of PC operations including hardware, operating systems & network settings.

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

* Experience with equipment & software installation & upgrades.

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

Desired experiences and skills include:

* IT Certifications to include CompTia, Red Hat, Microsoft or Apple Certifications.

Examples include: A+, Server+, Network+, MCSA, MCITP, ACSP, CCA, etc.

* Associate’s Degree or Bachelor’s Degree in Computer Science, Information Systems, etc.

* Experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system. Familiar/Experience in endpoint system troubleshooting in an ITIL service-oriented environment.

* Experience supporting and troubleshooting MS Windows Operating Systems

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.

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.