Enterprise Linux Support Technician - 1799

Overview
Position: Enterprise Linux Support Technician
Location: Albuquerque, NM
Salary Range: $45,000 - $55,000 per year
Clearance: Clearable to Q
KeyLogic is seeking an Enterprise Linux/Unix Technician to provide second-tier, desk-side computer support of computing hardware and software for a major national laboratory.
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.
We offer:

• A supportive and collaborative work environment.
• Opportunities for professional development and career growth.
• The chance to make a real impact on the success of our organization and build a valuable knowledge base.

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 as appropriate & wherever available in the 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.

Qualifications:

• Associate's Degree in Computer Science, Information Systems or other related field and 4 years related experience.
• In lieu of a degree, 3 additional years of relevant experience for a total of 7 years' experience may be substituted.
• U.S. Citizenship is required per contract to obtain and maintain a Department of Energy Q security clearance.
• Demonstrated PC support, diagnostic/troubleshooting & repair experience, including an extensive working knowledge of PC operations including hardware, operating systems & network settings.
• Experience working with troubleshooting and fixing Linux and UNIX operating system(s).
• Experience in configuring, installing, & managing endpoint computing system applications.
• Proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.

Desired experience & skills:

• Bachelor's Degree in Computer Science, Information Systems, etc.
• IT Certifications to include CompTia, Red Hat, Microsoft or Apple Certifications.
• Examples include A , Server , Network , MCSA, MCITP, ACSP, CCA, 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
• Dept. of Energy clearance, L or Q (preferred). DoD clearance also acceptable.
• Any additional requirements determined by the Service Manager