The SWIFT Walk-Up Service Technician serves as the first point of contact for users seeking technical assistance. This role involves providing immediate support for hardware and software issues, troubleshooting technical problems, and ensuring a seamless user experience. The technician will work directly with users in a walk-up service environment, addressing a variety of IT-related inquiries and issues.

The ideal candidate enjoys working with customers, posses a strong technical background, and is comfortable with a complex ever changing IT environment.

• Provide friendly and efficient in-person support to users experiencing technical difficulties with hardware, software, and network connectivity.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
• Assist with the setup, installation, and configuration of computer systems and peripherals.
• Maintain accurate records of support requests, resolutions, and user interactions in the IT ticketing system.
• Work closely with other IT team members to escalate complex issues and ensure timely resolution.
• Provide basic training and guidance to users on software applications and IT best practices.
• Assist in managing IT inventory, including tracking equipment and software licenses.
• Deliver exceptional customer service, ensuring a positive experience for all users.
• Resolve user technical issues on phones, chat, and backlog tickets as necessary.
• Occasionally travel to users to resolve their issues desk-side.
• Other duties as assigned.

• High School Diploma & Two years of relevant IT experience
• Must be a US Citizen
• Ability to obtain and maintain a U.S. Department of Energy Q security clearance

Required Skills 

• Demonstrate high levels of customer service & technical knowledge
• Possess experience with equipment & software installation & upgrades.
• Possess two+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings; 5 total years if no degree

Desired Skills 

• Bachelors degree in managing Information Systems or other relevant area.
• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Active U.S. Government Clearance.

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, you’ll 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.