As a SWARM Escalation Technician, you will play a critical role in incident management and service improvement initiatives. You will serve as the primary point of escalation for technical issues that remain unresolved by other support teams within the Service Desk and End User Support Task Orders. Your responsibilities will include taking ownership of escalated issues and working diligently toward their resolution by employing SWARM methodologies. You will engage with various support groups and act as the liaison between these groups and the end users.

• Respond to incident management requests and service improvement project requests.
• Provide escalation support for help desk troubleshooting needs and training, with the potential to visit end users in the field as necessary.
• Act as a routine contact point for receiving and handling support requests, responding to a wide range of service inquiries to fulfill requests or enable resolution.
• Utilize technical and operational knowledge to configure, operate, and maintain services related to the help desk under minimal supervision.
• Analyze performance statistics to support tuning, automation, and optimization activities.
• Conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Recommend training plans and lead continuous improvement activities.
• Create and maintain knowledge resources for use by End User and Service Desk Support teams, ensuring effective knowledge transfer.
• Provide comprehensive support via phone, email, web, and in-person for users in areas including email, directories, computer operating systems, desktop applications, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software issues across all types of computer systems (PC and Mac) and printer problems.

• High School Diploma + Three years of technician experience
• Must be a US Citizenship
• Ability to obtain and maintain a U.S. Department of Energy Q security clearance

Required Skills 

• Strong technical knowledge and experience in help desk operations and support.
• Excellent problem-solving skills and the ability to work under pressure.
• Effective communication skills, both written and verbal, to interact with users and support teams.
• Ability to analyze performance metrics and implement improvements.

Desired Skills 

• Experience with incident management processes.
• Familiarity with a variety of computer systems and applications.
• Ability to conceptualize, construct, test, implement, and operate integrated infrastructure solutions.
• Experience in creating and maintaining knowledge resources for support teams.

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.