Windows Desktop Support Technician
ECS Corporate Services

Job Info

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ECS is seeking a Windows Desktop Support Technician to work in our Livermore, CA office.

Job Description:
ECS is looking for a Windows Desktop Support Technician, providing support for a major national laboratory in Livermore, CA!

As a Windows Desktop Support Technician, you will be working with the Computer Field Services team. This team provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV.

The operating systems supported include approved and authorized versions of MS Windows, and MacOS. The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

Information Systems and Services provides 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.

DAY-TO-DAY ACTIVITES/TASKS INCLUDE:

• 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.

Required Skills:

• 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.
• High School Diploma, at minimum
• Must possess good written & verbal communication skills
• You must be able to obtain & maintain a U.S. Govt. Security Clearance
• U.S. Citizenship is required, due to the nature & location of the work being performed

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.

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