Encantado Technical Solutions is currently seeking a End User Support Specialist I to support an IT program for the Department of Energy at Sandia National Laboratories.

Statement of work:

The Subcontractor shall provide end-user support with processes for managing and delivering services that are ITIL® conformant. The Subcontractor 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 Subcontractor shall support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Tasks:

Basic Field (Win/Mac/Mob/CSU) Provide support to monitor, install and perform maintenance on desktop 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.

Job Duties:

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

* Will ensure the builds Deployment process is followed for every deployment. All documentation for the build deployment is filled out appropriately.

* Will provide the supervisor &/or customer with regular communication regarding status of deployment including notification when deployments are complete.

* Will communicate with the customer, appropriate advice & techniques regarding their new computer.

* Will appropriately document all required information into the ticket tracking system, if necessary.

* Will ensure that the system is appropriately secured (case is locked, system password protected, etc.).

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

* Will meet required productivity expectations, including team-based metrics.

* Will meet all performance service level targets.

* Will provide adequate notice for planned absences (two weeks preferred)

Additional Requirements:

Clearance: 

• Must be able to obtain & maintain a U.S. Government Security Clearance; U.S. Citizenship is required for this type of Clearance. 

Requirements: 

• Demonstrated experience with PC setup, is required. 
• Formal customer service & technical training will be required. 

Education: 

• You must possess a minimum of a high school diploma or GED equivalent. 

Desired Skills: 

• An Active Government Clearance is desired 

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.