ECS Limited
Windows Desktop Support Technician
ECS Limited, Livermore, California, United States, 94551
ECS is seeking a
Windows Desktop Support Technician
to work in our
Livermore, CA
office.
ECS is seeking a Windows Desktop Support Technician to support the IT Program at a major national laboratory. You will provide end-user support with processes for managing and delivering services that are ITIL® conformant and 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, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services 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.
RESPONSIBILITIES AND DUTIES
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 limitsProvide 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 targetsMake 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.Salary Range: $37.16 - $40.85/hr.
Education/Experience:
High School Diploma and 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.Must be a US Citizen.Ability to obtain and maintain a U.S. Department of Energy Q security clearance.
Windows Desktop Support Technician
to work in our
Livermore, CA
office.
ECS is seeking a Windows Desktop Support Technician to support the IT Program at a major national laboratory. You will provide end-user support with processes for managing and delivering services that are ITIL® conformant and 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, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.
Computer Field Services 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.
RESPONSIBILITIES AND DUTIES
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 limitsProvide 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 targetsMake 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.Salary Range: $37.16 - $40.85/hr.
Education/Experience:
High School Diploma and 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.Must be a US Citizen.Ability to obtain and maintain a U.S. Department of Energy Q security clearance.