Builds Deployment Technician - 1667

KeyLogic is seeking a Builds Deployment Technician to support a major national laboratory.

This position provides 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 degradation that are related to hardware and software computing devices (including mobile equipment). Support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Basic Field (Win/Mac/Mob/CSU)

Provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks. Provide support in responding to system user requests for assistance. Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs. Provide support to install and provide basic support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems.

Responsibilities:

• Will provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Will ensure the builds Deployment process is followed for every deployment. All documentation for the build deployment is filled out appropriately.
• Will provide the supervisor &/or customer with regular communication regarding status of deployment including notification when deployments are complete.
• Will appropriately document all required information into the ticket tracking system, if necessary.
• Will ensure that the system is appropriately secured (case is locked, system password protected, etc.).
• Will escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Will meet required productivity expectations, including team-based metrics.
• Will meet all performance service level targets.

Qualifications:

• High school diploma or GED equivalent minimum and 2 years of experience in technical field, specifically PC setup, and customer service
• U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy Q security clearance.

Desired:

• Active Government clearance