Service Desk Technician - 1906

Overview

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

This role offers a dynamic and engaging environment where you will be at the forefront of solving technical issues and enhancing user experiences.

As a Service Desk Technician, you will have the opportunity to work with a variety of technologies and collaborate with a diverse team of experts.

The position is ideal for individuals who thrive on problem-solving, continuous learning, and delivering exceptional customer service.

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 a minimum of 3 years of experience in a technical support role (e.g.

service desk, help desk, desktop support) is required.


* Must be a US Citizenship


* Ability to obtain and maintain a U.S.

Department of Energy Q security clearance

Required Skills (List Most important to least)


* Strong understanding of basic IT concepts and terminology (e.g., operating systems, ha...