Service Desk Technician - 1783

Position: Service Desk Technician
Location: Albuquerque, NM
Salary Range: $20.85 - 24.85 per hour
Clearance: Clearable to Q

KeyLogic is seeking a Service Desk Technician to support a major national laboratory.

The Service Desk Analyst plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes. They act as the single point of contact for users, addressing their technical issues and service requests while adhering to ITIL best practices.

Culture:

• Be a champion of collaboration: Foster teamwork and camaraderie within the Service Desk, readily assisting colleagues and sharing knowledge to solve complex issues.
• Embrace a healthy competition: Motivate yourself and others to continuously improve, celebrating individual and team achievements while maintaining a focus on supporting each other's success.

Contribute to a positive and inclusive environment: Treat everyone with respect, value diverse perspectives, and actively contribute to a welcoming atmosphere where everyone feels heard and valued.

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:

Responding to inbound inquiries:

• Answer phone calls and live chat messages from users experiencing technical issues.
• Effectively gather information and diagnose problems related to hardware, software, network connectivity, and applications.
• Provide clear and concise instructions to guide users through troubleshooting steps.

Managing offline tickets:

• Process and prioritize tickets submitted through email or online portal.
• Analyze and prioritize high-severity, escalated tickets within the offline queue.
• Investigate issues independently and research solutions based on knowledge base resources and internal procedures.
• Collaborate with internal teams like IT specialists and network engineers to escalate complex issues and ensure timely resolution.

Knowledge Base & KCS:

• Effectively use the knowledge base as the primary resource for resolving user inquiries.
• Contribute to the improvement and expansion of the knowledge base by:
• Documenting solutions to resolved tickets in a clear, concise, and accurate manner.
• Identifying opportunities to create new knowledge base articles based on recurring issues.
• Reviewing and updating existing articles to ensure accuracy and relevance.
• Adhere to KCS principles to promote knowledge sharing and continuous improvement.

Documenting and reporting:

• Maintain accurate records of all interactions and resolutions in designated tracking systems.
• Analyze trends and identify opportunities for improvement in service delivery.
• Generate reports and provide feedback to management on key performance indicators.

Maintaining a positive and professional demeanor:

• Deliver exceptional customer service with a friendly and helpful attitude.
• Remain calm and composed under pressure, while prioritizing efficiency and accuracy.
• Actively learn and adapt to new technologies and procedures.

Qualifications:

• High School Diploma and a minimum of 3 years of experience in a technical support role (e.g. Service Desk, help desk, desktop support) is required.
• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.
• Active listening skills and the ability to build rapport with users from diverse backgrounds.
• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.
• Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.
• Ability to type 50 words per minute.
• Passion for continuous learning and growth, both individually and as part of a team.
• Commitment to fostering a supportive and inclusive work environment where everyone can excel.

Bonus experiences and skills include:

• Experience working with KCS methodologies.
• Certifications in relevant IT fields (e.g., A+, CompTIA Network+, Microsoft Certified Solutions Associate).
• 70 WPM typing speed.

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.