Site Technician

Job Summary

Primary responsibilities and essential functions of this position

•Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.

• 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 & where ever available in the repair customer issues within target time limits

• Provide the 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.

• If needed, 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 Field Service Team metrics.

• Meet or exceed all performance service level targets

• Make every attempt, when appropriate, to resolve service requests remotely.

• Partner with team members to communicate new solutions and assist other technicians when call volume is low.

• Contribute to the knowledge-base (KB) through research of articles, training courses attended, on the job learning, etc.

• Participate in IT projects.

• Other duties assigned as necessary.

Work experience required to perform job:

Windows Desktop Support Technician to support an IT Managed Services program for the Department of Energy. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations. The End-User Support Specialists will provide Basic Field Windows support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks for an unclassified telecommunications and information technology (IT) systems Office of Legacy Management.

AS degree and 0 to 5 years of experience or HS diploma and 4+ years of experience

• IT Certifications to include CompTIA, Microsoft, or Apple Certifications.
• Associate’s Degree or Bachelor’s Degree in Computer Science, Information Systems, etc.
• Active U.S. Government Clearance.