Position: Executive Office Support Tech
Location: Albuquerque, NM
Salary Range: $22.59 - $28.98 per hour
Clearance: Ability to obtain a DOE Q or L Clearance. US Citizenship is required for clearance (i.e., no dual citizenships).

KeyLogic is seeking an Executive Office Support Technician to support the IT program at a major national laboratory.

Currently, this position is onsite in Albuquerque. The selected candidate must be able to reliably commute or be open to relocating to the Albuquerque area. If offered the position, a government background investigation would be required for a security clearance. Since this position falls under the Department of Energy, the clearance does require exclusive US Citizenship (i.e., no dual citizenship).

Provide 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 degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies.

Computer Field Services provide second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

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.

The CSS Executive Office (EO) Support Team will provide top quality IT support services to the offices of the Vice Presidents and above along with their support staff, enabling them to provide exceptional service in the national interest. The EO team will respond to and resolve the executive office’s IT service requests, develop standard processes and configuration of the various devices, and ensure all tailored configurations for each leader is secure and recoverable with minimal impact on the ability of the executive leader to perform work. As the EO team develops quality standards, processes, and procedures, they will be shared with the rest of CSS desktop support staff which ultimately should lead to quality desktop support for all of Sandia.

• Work independently, and with a team, to resolve issues for a specified customer base at a moment’s notice. Issues range from high level advanced troubleshooting to hardware repair for machines and equipment.
• Resolve complex issues escalated from Tier 1, 2 and 3 technicians.
• Provide set up and advanced troubleshooting of video conference equipment.
• Provide advanced desk side support and troubleshooting skills for Windows, Mac, and iOS applications.
• Appropriately document all required information including ticket resolutions into the call tracking system and contribute information to knowledgebase articles while keeping knowledgebase articles current. Resolve the service request or issue as appropriate on the first point of contact or within the specified timeline.
• Ensure the proper configuration, management, operation, monitoring, and security of assigned system(s).
• Troubleshoot virtual desktops as required.
• Assist with technology development initiatives.
• Test application compatibility and support cyber initiatives.
• Coordinate efforts with Third Party service and maintenance providers to keep equipment, software, and related services in good working order
• Provide adequate notice for planned absences.

• High School Diploma and a minimum of 3+ years’ experience supporting desktop computers.
• U.S. Citizenship is required per Contract to obtain and maintain a Department of Energy clearance, with the ability to obtain and maintain a DOE Q Clearance.
• Familiar/Experience in endpoint system troubleshooting in an ITIL, service-oriented environment.
• Experience in configuring, installing, & managing endpoint computing system applications.
• Excellent interpersonal & customer service skills are also required.

Desired Experience:

• CompTIA Certs such as A+, Linux+, Net+.
• 1 year of experience working within client environment
• Jamf Enterprise Experience
• Apple OS Certification

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.