Vacancy expired!
ECS is seeking a
Linux Support Technician to work in our office in Albuquerque, NM. Job Description: We are looking for a Linux Support Technician. The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices. Responsibilities:- Install, troubleshoot, repair and upgrade Windows, Linux and UNIX operating systems.
- Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
- Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current team procedures & system configurations & maintaining the team documentation library & change management schedules.
- 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 and repair customer issues within target time limits
- Provide 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
- 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 Technology Services metrics
- Meet all performance service level targets
- Make every attempt, when appropriate, to resolve service requests remotely.
- Partner with team members to communicate new solutions & assist other technicians when call volume is low
- Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
- Participate in IT projects
- Achieve & maintain knowledge of all applicable site procedures
- Exercise appropriate workflow & time management
- U.S. Citizen and must have an ability to obtain and maintain a DOE L level clearance. An active DOE L or DoD Secret clearance a plus.
- Ability to obtain and maintain a Dept. of Energy Q Clearance. U.S. Citizenship is required.
- Experience with Linux and UNIX operating system(s).
- Experience troubleshooting and fixing Linux operating systems.
- Skilled in working with computer hardware.
- Experience in configuring, installing, & managing endpoint computing system applications.
- Formal customer service & technical training will be required.
- Three+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a extensive working knowledge of PC operations including hardware, operating systems & network settings.
- Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.
- Experience with equipment & software installation & upgrades.
- Due to the nature of the work & its location, U.S. Citizenship is required.
- IT Certifications to include CompTIA, Red Hat, Microsoft or Apple Certifications.
- Examples include: A+, Server+, Network+, MCSA, MCITP, ACSP, CCA, etc.
- Associate's Degree or Bachelor's Degree in Computer Science, Information Systems, etc.
- Experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system. Familiar/Experience in endpoint system troubleshooting in an ITIL service-oriented environment.
- Experience supporting and troubleshooting MS Windows Operating Systems
Vacancy expired!