Service Desk Technician SME - 2150

Overview
Position: Service Desk Technician SME
Location: Albuquerque, NM
Salary Range: $23.85 - $28.85 per hour
Clearance: Clearable to Q

The Service Desk Technician SME 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

Acts as a routine contact point for specialized areas in the Service Center, receiving and handling requests for support; responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the Service Center.

Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.
- Serve as a Subject Matter Expert (SME) regarding the Client’s unclassified computing environments specializing in SharePoint, Virtual Machines, and other areas as needed.
- Work and maintain specialty queues assigned to this role ensuring contacts are addressed using the priority matrix and the first in first out method.
- Be accountable for the day-to-day activities of the service area assigned and ensure to adjust to volume ensuring a high productivity level.
- Ensure proper contacts are made on incidents.
- Review aged tickets and take over if necessary.
- Ensure proper troubleshooting process is followed.
- Participate in Subject Matter Expert (SME) training of new employees and peers.
- Collaborate with management, for providing on the job training for all technicians.
- Escalate service requests to the appropriate IT support team for resolution if the problem cannot be handled within set productivity expectations.
- Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues within SLA target time limits.
- Partner with team members to find new solutions.
- Assist other technicians when volume is low.
- Participate and lead team projects as needed.
- Achieve and maintain knowledge of all applicable team procedures.
- Identify technical issues surrounding Incident Management, Knowledge Management, & Problem Management and report to Manager as needed.
- Collaborate with other service provider teams to improve service.
- Analyze content of resolved tickets and promote information to knowledge-base articles as appropriate.
- Appropriately document all required information into all environments.
- Provide customer with regular co...