Desktop Support Technician - 1785

*Overview* Position: Service Desk Technician Location: Livermore, CA Salary Range: $30.
00 - 34.
00 per hour Clearance: Clearable to Q KeyLogic is seeking a Desktop Support Technician to support the IT program at a major national laboratory.
Provide 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.
Provide tactical-support personnel for the services described below.
*Responsibilities:* * Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or.
* 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 limit * 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.
* Participate in IT projects.
* Strive to achieve & maintain knowledge of all applicable site procedures.
* Exercise appropriate workflow & time management.
* Other duties as assigned.
*Qualifications:* * 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.
* U.
S.
Citizenship is required per contract to obtain and maintain a U.
S.
Department of Energy Q clearance.
* Must possess good written & verbal communication skills.
*At KeyLogic we recognize that our employees are our most valuable resources.
We hire talented, qualified professionals and provide each of our employees with every resource and opportunity to excel in their day-to-day activities as well as advance their career.
* _KeyLogic is a highly successful provider of professional and engineering services.
We specialize in solutions that enable our customers to make better decisions for their organization.
KeyLogic’s performance has earned the company a solid reputation for high standards, proactive solutions, and an outstanding commitment to the customer, best exemplified by the fact we have never had a one-time federal customer — all of our customers have provided repeat business.
This has led us to achieve significant growth every year since our founding in 1999.
_ _At KeyLogic, we're known for our extraordinary commitment to the success of the organizations we serve.
Our client list includes the Department of Defense (DoD), Environmental Protection Agency (EPA), Energy (DOE), Transportation (DOT) and Treasury (including the Internal Revenue Service (IRS)), General Services Administration (GSA), and the National Aeronautics and Space Administration (NASA).
_ _All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law.
KeyLogic is proud to be an affirmative action and equal opportunity employer.
_ _NOTE: KeyLogic is an Equal Employment/Affirmative Action employer.
We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
_ _If you need a reasonable accommodation for any part of the employment process, please contact us by email at _Recruiting@KeyLogic.
com_ and let us know the nature of your request and your contact information.
Request for accommodation will be considered on a case-by-case basis.
_ Job Code: *2097* Pay: $30.
00 - $34.
00 per hour