Unclassified Computing Support Specialist - 1850

Overview

Position: Unclassified Computing Support Specialist
Location: Albuquerque, New Mexico
Salary Range: $24.34 - $27.34 per hour. 
Clearance: Clearable to Q

KeyLogic is seeking a Service Desk Technician to support a major national laboratory.

The Service Desk Analyst 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.

Culture:


* Be a champion of collaboration: Foster teamwork and camaraderie within the service desk, readily assisting colleagues and sharing knowledge to solve complex issues.


* Embrace a healthy competition: Motivate yourself and others to continuously improve, celebrating individual and team achievements while maintaining a focus on supporting each other's success.

Contribute to a positive and inclusive environment: Treat everyone with respect, value diverse perspectives, and actively contribute to a welcoming atmosphere where everyone feels heard and valued.

We offer:


* A supportive and collaborative work environment.


* Opportunities for professional development and career growth.


* The chance to make a real impact on the success of our organization and build a valuable knowledge base.

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 de...