Service Desk Technician
2 weeks ago
Overview:
This role offers a dynamic and engaging environment where you will be at the forefront of solving technical issues and enhancing user experiences. As a Service Desk Technician, you will have the opportunity to work with a variety of technologies and collaborate with a diverse team of experts. The position is ideal for individuals who thrive on problem-solving, continuous learning, and delivering exceptional customer service.
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.
- 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.
- Must be a US Citizenship
- Ability to obtain and maintain a U.S. Department of Energy Q security clearance
Required Skills
- 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.
- 50 WPM typing speed
Desired Skills
- Experience working with KCS methodologies.
- Certifications in relevant IT fields (e.g., A+, CompTIA Network+, Microsoft Certified Solutions Associate).
- 70 WPM typing speed.
WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?
Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, youll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.
ABOUT US:
Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.
It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.
-
Service Desk Technician
1 month ago
Albuquerque, United States ECS Limited Full timeECS is seeking a Service Desk Technician to work in our Albuquerque, NM office. Job Description: The Service Desk Technician role 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 Desk Technician
1 month ago
Albuquerque, New Mexico, United States Amentum Full timeAmentum is currently seeking a Service Desk Technician to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information...
-
Service Desk Technician
2 weeks ago
Albuquerque, United States Amentum Full timeAmentum is currently seeking a Service Desk Technician to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information...
-
Service Desk Technician
2 weeks ago
Albuquerque, United States ECS Limited Full timeECS is seeking a Service Desk Technician to work in our Albuquerque, NM office. Job Description: ECS is looking for its next Service Desk Analyst to support a major laboratory in Albuquerque, NM! The Service Desk Analyst plays a crucial role in the ITIL Service Operation stage, specifically within the Incident Management and Request Fulfillment processes....
-
Automotive Technician Opportunities
3 days ago
Albuquerque, New Mexico, United States BMW Dealer Technician Opportunities Full timeJob Description:Job Title: Automotive Technician OpportunitiesJob Summary:We are seeking highly skilled and motivated Automotive Technicians to join our team at BMW. As a BMW Technician, you will be responsible for performing diagnoses, repairs, and maintenance work for customer and dealership vehicles. You will be at the forefront of innovative automotive...
-
General Service Technician
3 months ago
Albuquerque, United States Midas Auto Service - JC Full timeJob DescriptionJob DescriptionAt Midas we are dedicated to providing quality services to customer vehicles in the areas of inspection, diagnosis and repair utilizing the expertise attained through ASE Certifications and/or years of automotive repair experience.We are looking for general service technicians that are able to work independently of others, while...
-
General Service Technician
5 months ago
Albuquerque, United States Midas Auto Service - JC Full timeJob DescriptionJob DescriptionAt Midas we are dedicated to providing quality services to customer vehicles in the areas of inspection, diagnosis and repair utilizing the expertise attained through ASE Certifications and/or years of automotive repair experience.We are looking for general service technicians that are able to work independently of others, while...
-
Service Desk Specialist
3 months ago
Albuquerque, United States Fidelity TalentSource LLC Full timeFidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Service Desk Specialist to work in Fidelity’s Enterprise Infrastructure Group! The Service Desk Specialist role is to ensure hardware and software functionality for internal end users. As a Service Desk Specialist,...
-
Senior Field Service Technician
1 week ago
Albuquerque, New Mexico, United States Principal Service Solutions Full timeAbout the Role:We are seeking a dedicated and skilled professional to enhance our operations at Principal Service Solutions, a prominent provider of technical workforce solutions. Our mission is to deliver exceptional service and innovative solutions that optimize the performance of high-tech companies globally.Position Overview:As a Semiconductor Equipment...
-
Customer Service Representative
7 days ago
Albuquerque, New Mexico, United States The Lash Lounge Albuquerque - NE Full timeAbout The Lash Lounge Albuquerque - NEThe Lash Lounge is a premier beauty establishment dedicated to providing exceptional services in Lash Extensions. Our mission is to enhance the natural beauty of our clients' lashes while ensuring a comfortable and inviting atmosphere.Position Overview: Front Desk AssociateWe are looking for an enthusiastic Front Desk...
-
IT Technician
2 months ago
Albuquerque, United States Route 66 Casino Hotel Campus Full timeJob DescriptionJob DescriptionJOB DESCRIPTIONPosition Title: IT Technician Department: IT Employment Classification: Exempt Position Summary/General Description:The Information Technology (I.T.) Technician reports directly to the I.T. Manager. Incumbent monitors system, network, and security performance for any irregularities, repairs technical problems and...
-
A1 Garage Door Service Technician Apprentice
1 month ago
Albuquerque, United States A1 Garage Door Service Full timeJob DescriptionJob DescriptionDescription:Garage Door ApprenticeLocation: Albuquerque, NMDepartment: Service ApprenticePay: $60K- $100K per yearPrimary Purpose:We are looking for a motivated Garage Door Technician to join our company. As our Technician, you will be responsible for the Sales and service of residential and custom garage doors. Technicians will...
-
Level A Technician
5 months ago
Albuquerque, United States Midas Auto Service - JC Full timeJob DescriptionJob DescriptionAt Midas we are dedicated to providing quality services to customer vehicles in the areas of inspection, diagnosis and repair utilizing the expertise attained through ASE Certifications and/or years of automotive repair experience.We are looking for general service technicians that are able to work independently of others, while...
-
Front Desk Coordinator
5 days ago
Albuquerque, New Mexico, United States Ardent Health Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Customer Service Coordinator to join our team at Ardent Health. As a key member of our team, you will be responsible for providing exceptional customer service and front desk assistance to our patients and visitors.Key ResponsibilitiesCustomer Service: Provide direct customer service and...
-
Front Desk Receptionist
5 months ago
Albuquerque, United States Stellar Senior Living Full timeThe Front Desk Receptionist oversees all receptionist and secretarial duties at our community with an outstanding customer service and support. As the face of the company, the successful candidate will be approachable and friendly, with outstanding p Receptionist, Front Desk, Administrative
-
Front Desk Operations Manager
2 days ago
Albuquerque, New Mexico, United States La Quinta Inn & Suites Albuquerque West Full timeJob Summary: We are seeking a highly motivated and experienced Front Desk Manager to join our team at La Quinta Inn & Suites Albuquerque West. As a key member of our administrative team, you will be responsible for overseeing the day-to-day operations of the front desk, ensuring exceptional customer service, and driving operational efficiency.Key...
-
Lube Technician
3 months ago
Albuquerque, United States Midas Auto Service - JC Full timeJob DescriptionJob DescriptionAt Midas we are dedicated to providing quality services to customer vehicles in the areas of inspection, diagnosis and repair utilizing the expertise attained through ASE Certifications and/or years of automotive repair experience.We are looking for general service technicians that are able to work independently of others, while...
-
Hospitality Desk Associate
1 month ago
Albuquerque, United States Wellbridge Full timeNew Mexico Sports & Wellness Del Norte Albuquerque, NM A Wellbridge CompanyFull-time/Part-time We're looking for a Hospitality Desk Associate!Who we are: New Mexico Sports & Wellness is Albuquerque's leading upscale athletic, aquatics, tennis, and family fitness club, with 5 convenient locations. Our clubs support the lifestyles of busy professionals,...
-
Front Desk Associate
5 days ago
Albuquerque, New Mexico, United States Stretch Zone Full timeWe are seeking an organized and energetic Front Desk Associate to join our team at Stretch Zone. Our company provides clients with Flex-ability for Life by using a proprietary stretching method and a patented stabilization system.As a Front Desk Associate, you will be the lead customer service contact for all clients and prospects, essential to the...
-
TMS Technician
3 months ago
Albuquerque, United States Chrysalis Psychiatry Full timeJob DescriptionJob DescriptionChrysalis Psychiatry is a growing outpatient mental health practice in Albuquerque, New Mexico. We offer a variety of mental health services including medication management and interventional treatments for PTSD, depression, and other mental illnesses. We are looking a for hard working and empathetic individual to join our team...