Service Desk Technician

ECS is seeking a Service Desk Technician to work in our Albuquerque, NM office.

The responsibility of a Help Desk Specialist is to provide in-depth procedural & technical computer end-user support with the highest level of customer satisfaction. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the Specialist will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The technician will be capable & effective in promoting internal education.

Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues.
Provide comprehensive Phone & Chat Support for the efficient resolution of incidents & requests of end-users.
Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions
Upon completing additional training, assist in various scopes of the Service Desk as needed by the business. Resolve more complex hardware & software problems utilizing this additional training & expertise.
Assist the IT Field Techs & cross-functional teams, in the resolution of IT related issues for all supported platforms.
Efficiently & accurately identify the customer's specific information.
Appropriately document all required information into the ticketing system & the knowledgebase.
Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
Meet required productivity expectations, including Service Center metrics.
Route & Dispatch the service request to the appropriate IT support group or next level Tech, for resolution, if the problem cannot be handled within defined time constraints.
Maintain & contribute to the in-house knowledgebase; Analyze content of resolved tickets & promote information to knowledgebase articles as appropriate, while keeping knowledgebase articles current.
Possess the capacity to work independently & effectively while maintaining positive productivity levels.
Maintain a positive relationship with fellow peers, cross functional teams & leadership.
Participate in After-Hours Support rotations, as needed (on call).
Other duties assigned as necessary.

• Strong understanding of basic IT concepts and terminology (e.g., operating systems, hardware, networking, software applications).

• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in simple terms.

• Active listening skills and the ability to build rapport with users from diverse backgrounds.

• Time management and organizational skills to handle multiple tasks simultaneously in a fast-paced environment.

• Proficiency in computer applications, including ticketing systems, email, and web browsing tools.

• Demonstrated ability to thrive in a fast-paced environment while maintaining a positive and collaborative attitude.

• Passion for continuous learning and growth, both individually and as part of a team.

• Commitment to fostering a supportive and inclusive work environment where everyone can excel

• Must be a US Citizen