Position: Swarm Escalation Technician
Location: Albuquerque, NM
Salary Range: $24-$29 per hour
Clearance: Ability to obtain a DOE Q or L Clearance. US Citizenship is required for clearance (i.e., no dual citizenships).
KeyLogic is seeking a Swarm Technician to support the IT program at a major national laboratory.
You will provide escalation support for help desk troubleshooting needs and training as well as potential to visit end users in the field as needed.
Acts as a routine contact point, 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 help desk. 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.
Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
Responsibilities:
As a SWARM Tech, you will respond to both incident management requests and service improvement project requests. You will serve as the point of escalation for technical issues encountered-but-unresolved by coworkers within your same organization. You will take ownership of escalated issues, and work those issues to resolution, using SWARM methodologies, and engaging with other support groups and acting as the point of contact with those groups. You will be responsible for the creation of knowledge resources to be used by End User and Service Desk Support teams, and the transfer of that knowledge.
Qualifications:
Desired experience & skills:
About KeyLogic:
Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.
KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.
We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.
All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.
NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.