Overview
Position: Desktop Imaging Technician
Location: Albuquerque, NM
Salary Range: $22.34 - $27.34 per hour
Clearance: Clearable to Q

KeyLogic is seeking a Desktop Imaging Technician to support a major national laboratory.

The responsibility of a Desktop Imaging Technician is to provide end-user support with processes for managing and delivering services that are ITIL® conformant. 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, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Responsibilities

- Provide basic field (Win/Mac/Mob/CSU) 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.
- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
- Ensure the builds Deployment process is followed for every deployment. All documentation for the build deployment is filled out appropriately.
- Provide the supervisor & /or customer with regular communication regarding status of deployment, notification when deployments are complete and appropriate advice & techniques regarding their new computer.
- Appropriately document all required information into the ticket tracking system, if necessary.
- Ensure that the system is appropriately secured (case is locked, system password protected, etc.).
- 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 team-based metrics.
- Meet all performance service level targets.

Qualifications

- High School Diploma and 2 years of relevant work experience.
- U.S. Citizenship is required
- Must be able to to obtain and maintain a U.S. Department of Energy Q Security Clearance.
Required Skill:
- 2 years of experience in technical field, specifically PC setup, and customer service