PC Support Technician II (5069)

PC Support Technician II

Location Albuquerque, NM

Eagle Harbor is looking for a PC Support Technician II that resolves technical problems in a service desk environment, uses expertise in customer service and technical knowledge gained from prior service desk experience to resolve issues surrounding installation, usage, and training on software and/or hardware products; will assist with classroom support and service desk projects as they arise. The PC Support Technician II responsibilities and duties are as follows:

Description of Responsibilities:

• Provide technical assistance to the NTC instructors, students and users in response to requests submitted either in person, via Revelation ticketing, emails, or by phone.
• Respond to trouble tickets, follow up with users and resolve issues in a timely manner
• Complete special tasks and projects assigned by the Service Desk Supervisor
• Setup and support computers/printers/projectors, and Smart Boards for classrooms in a networked and stand-alone environment
• Performs all duties according to established guidelines, SOPs and policies.
• Maintain hardware inventory as related to government computer equipment
• Maintain software inventories for user-based applications
• Create and maintain user and e-mail accounts within Windows Active Directory and Microsoft Exchange.
• Communicate and escalate issues to the Service Desk Supervisor; work and communicate issues as necessary with other members of the IT Department
• Perform work duties with minimal supervision
• Maintaining and managing Enterprise Imagining Solutions.
• Maintaining and configuring IT service management software.
• Incorporate customer feedback to continuously improve service delivery.
• Other duties as assigned.

Degree/Education/Certification Requirements:

• Bachelor's degree in computer science, information technology or a minimum of 4 years related work experience.
• A+ preferred certification preferred.
• ITIL certification required or must be able to obtain.

Required Skills and Experience:

• Must be proficient with Windows OS 10 in a stand-alone and networked environment.
• Proficient in the deployment, troubleshooting, and use of Microsoft 365 (MS Office suite).
• Familiar with IT service management ticketing systems.
• Experience with smart card multi-factor authentication.
• Excellent organizational, communication, and customer service skills are a must.
• Must be able to work as a productive team member and as an individual.
• Must be proficient in all facets of PC installation, repair, and configuration.
• Experience in using Active Directory for user account and group management.
• Experience using Microsoft Exchange for mailbox and distribution group management.
• Experience in the management of Virtual Desktop environments (VMWare - Horizon) is preferred.
• Must be skilled in the use of image deployment technologies.
• Proficient in both networked and local print management.
• Knowledge of and experience with full disk encryption technologies.
• Must be able to create, maintain, and follow technical documentation (SOPs).
• Must possess excellent troubleshooting skills.
• Must display excellent attention to detail.

Desired Skills and Experience:

• Bachelor's degree in computer science, or other related IT field.
• Must possess excellent troubleshooting skills.
• A+ preferred certification preferred.
• ITIL certification required or must be able to obtain.

Eagle Harbor is a fast growing government service provider. Employees enjoy competitive salaries; a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 10 paid holidays. Eagle Harbor is proud to be an equal opportunity employer.