• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded.
• Troubleshoot the system problem & complete repair in a timely & efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary, to allow the customer to continue to work, until the system is repaired.
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & wherever available in the repair customer issues within target time limits
• Provide the customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the call tracking system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.).
• Complete site specific, preventative maintenance checklist.
• If needed, escalate the service request to the appropriate IT support for resolution if problem cannot be handled within provided time constraints.
• Meet required productivity expectations, including Field Service Team metrics.
• Meet or exceed all performance service level targets
• Make every attempt, when appropriate, to resolve service requests remotely.
• Partner with team members to communicate new solutions and assist other technicians when call volume is low.
• Contribute to the knowledgebase (KB) through research of articles, training courses attended, on the job learning, etc.
• Participate in IT projects.
• Strive to achieve & maintain knowledge of all applicable site procedures.
• Exercise appropriate workflow & time management.
• Provide adequate notice for planned absences (two weeks preferred).
• Other duties assigned as necessary.

• Must possess associate degree and 2 years of experience related to the position OR 5 years equivalent experience.
• Should be trained in the prevailing operating system(s) & hardware systems used at the client site.
• Possess experience working in an IT service operation using ITIL best practices and/or ISO 2900 quality management system.
• Demonstrate formal customer service & technical training will be required.
• Possess proven experience of having provided the highest quality of customer service in a fast-paced IT service environment.
• Possess experience with equipment & software installation & upgrades.
• Due to the nature of the work & its location, U.S. Citizenship is required.

• Bachelor’s Degree or higher in Computer Science, Information Systems, or similar
• CompTIA Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Apple Certifications, such as ACSP or JAMF Certs are desired.
• Active U.S. Government Clearance

About Us:

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé 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.