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

The Service Desk Technician role plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices.

Responsibilities:

• Responding to inbound inquiries:
  • Answer phone calls and live chat messages from users experiencing technical issues.
  • Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications
  • Provide clear and concise instructions to guide users through troubleshooting steps.
• Managing offline tickets:
  • Process and prioritize tickets submitted through email or online portal.
  • Analyze and prioritize high-severity, escalated tickets within the offline queue.
  • Investigate issues independently and research solutions based on knowledge base resources and internal procedures.
  • Collaborate with internal teams like IT specialists and network engineers to escalate complex issues and ensure timely resolution.
• Knowledge Base & KCS:
• Effectively use the knowledge base as the primary resource for resolving user inquiries.
• Contribute to the improvement and expansion of the knowledge base by:
• Documenting solutions to resolved tickets in a clear, concise, and accurate manner.
• Identifying opportunities to create new knowledge base articles based on recurring issues.
• Reviewing and updating existing articles to ensure accuracy and relevance.
• Adhere to KCS principles to promote knowledge sharing and continuous improvement.
• Documenting and reporting:
  • Maintain accurate records of all interactions and resolutions in designated tracking systems.
  • Analyze trends and identify opportunities for improvement in service delivery.
  • Generate reports and provide feedback to management on key performance indicators.
• Maintaining a positive and professional demeanor:
  • Deliver exceptional customer service with a friendly and helpful attitude.
  • Remain calm and composed under pressure, while prioritizing efficiency and accuracy.
  • Actively learn and adapt to new technologies and procedures.

Qualifications:

• High School Diploma and two or more years of experience in IT user support role and a strong customer service commitment
• Must be a US Citizen
• Ability to obtain and maintain a U.S. Department of Energy Q security clearance.

Required Skills:

• Familiarity/experience with programming and scripting languages such as Bash or Java
• Strong technical aptitude and ability to research and solve complex issues independently.
• Effective oral and written communications skills along with a strong customer service commitment.
• Experience working with application vendors to understand, implement and maintain applications in a Linux environment.
• Familiar with information security best practices

Desired Skills:

• Knowledge / experience with engineering and High-Performance Computing user environments, such as programming models, engineering applications, etc.
• Systems administration experience with either Windows or Linux servers.
• Knowledge of DevOps tools, chat tools, or web technologies.
• Experience with Knowledge-Centered Service (KCS) methods.
• Experience with Gitlab, Jira, MatterMost, or Joomla.
• Knowledge of IT Service Management (ITSM).