Derived Credential Project Technician
ECS Corporate Services

Job Info

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ECS is seeking a Derived Credential Project Technician to work in our Albuquerque, NM office.

Job Description:
ECS is looking for a Derived Credential Project Technician providing support for Sandia National Laboratories in Albuquerque, NM!

As a Derived Credential Project Technician, you will be working with the Service Desk. The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library's [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals. The service desk is responsible for (1) delivering remote IT support by creating, maintaining, and using knowledge articles and (2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests.

DAY-TO-DAY ACTIVITES/TASKS INCLUDE:
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.
Provide help and maintenance to the Derived Credential support model by ensuring all kiosk machines are usable during regular business hours while providing face to face service to walk up customers.

• Provide regular maintenance to assigned Kiosk machines.
• Provide advanced troubleshooting and support to the Derived Credential customers as needed.
• Provide face to face IT service to walk up customers in the geographic location.
• Provide data and information in the form of metrics and reporting to the functional manager to be able to monitor performance and communicate service delivery to customer.
• Provide system administration for Windows desktops.
• Test application compatibility & support cyber initiatives.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Test, verify, and document changes to computer equipment.
• Assist with technology development initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
• Provide adequate notice for planned absences.
• Manage coverage for the Derived Credential Kiosk support service regarding vacation and sick days.
• Other duties as assigned.

Required Skills:

• Must possess a High School diploma or G.E.D equivalent.
• Two or more years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
• Demonstrate formal customer service & technical training
• Active DOE Security Clearance L
• U.S. Citizenship is required.

Desired Skills:

• Associate Degree or higher in Computer Science, Information Systems, or related field
• CompTIA Certifications, such as A+ or Network+
• Microsoft Certifications, such as MCSA Windows
• Apple Certifications, such as ACSP or JAMF Certs

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

This job has expired.