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Windows Desktop Support Technician

Company: ECS
Location: Livermore
Posted on: July 26, 2022

Job Description:

Job Description:Encantado Technical Solutions is currently seeking an on-site Windows Desktop Support Technician to support an IT program for the Department of Energy at Sandia National Laboratories.Responsibilities:

  • 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.Qualifications:
    • A minimum of three years of computer related support experience; recent experience is desired.
    • This may include experience with PC Assembly, Imaging, PC/OS Testing, & Installation.
    • Must possess good written & verbal communication skills
    • You must be able to obtain & maintain a U.S. Govt. Security ClearanceApex Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

Keywords: ECS, Livermore , Windows Desktop Support Technician, Professions , Livermore, California

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