The Service Desk Technician SME 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 requests while adhering to ITIL best practices.

Acts as a routine contact point for specialized areas in the Service Center, receiving and handling requests for support; responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the Service Center. Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.

• Serve as a Subject Matter Expert (SME) regarding the Client’s unclassified computing environments specializing in SharePoint, Virtual Machines, and other areas as needed.
• Work and maintain specialty queues assigned to this role ensuring contacts are addressed using the priority matrix and the first in first out method.
• Be accountable for the day-to-day activities of the service area assigned and ensure to adjust to volume ensuring a high productivity level.
• Ensure proper contacts are made on incidents.
• Review aged tickets and take over if necessary.
• Ensure proper troubleshooting process is followed.
• Participate in Subject Matter Expert (SME) training of new employees and peers.
• Collaborate with management, for providing on the job training for all technicians.
• Escalate service requests to the appropriate IT support team for resolution if the problem cannot be handled within set productivity expectations.
• Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues within SLA target time limits.
• Partner with team members to find new solutions.
• Assist other technicians when volume is low.
• Participate and lead team projects as needed.
• Achieve and maintain knowledge of all applicable team procedures.
• Identify technical issues surrounding Incident Management, Knowledge Management, & Problem Management and report to Manager as needed.
• Collaborate with other service provider teams to improve service.
• Analyze content of resolved tickets and promote information to knowledge-base articles as appropriate.
• Appropriately document all required information into all environments.
• Provide customer with regular communication regarding status of trouble tickets.
• Successfully resolve more complex hardware and software problems.
• Mentor the Service Desk technicians to increase their overall knowledge.
• Capacity to work independently and effectively while maintaining good team interactions.

• Associates degree + 2 years of experience in related field, OR 5 total years of equivalent experience.

• Must be US Citizen

• Obtain & maintain a U.S. Dept. of Energy Clearance; U.S. Citizenship is required.

• Two years of PC support, diagnostic/troubleshooting, & repair experience is required

Required Skills:

• Intermediate knowledge or training of SharePoint systems through training or experience.
• Intermediate knowledge or training of customers’ virtual machine infrastructure through training or experience.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM

Desired Skills:

• 1 year of experience in the current customer environment.

• Bachelor’s degree in information technology or related discipline.

• Technical Certifications such as Microsoft 365 Certified: Teamwork Administrator Associate, VMware Certified Professional certification.

• ITIL v4 Foundations Certification.

• ServiceNow Experience

• Experience with KCS methodology

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.