SWARM Technician

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

Job Description:
ECS is looking for a SWARM Technician, providing support for Sandia National Laboratories in Albuquerque, NM!

As a SWARM Tech, you will be working with the End-User Support team. This team Computer provides second-tier, desk-side computer support of computing hardware and software in NM, CA, D.C., and NV. Support is provided in both the unclassified and classified arenas, across the general campus, including in high-security buildings (HSBs).

The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices.

DAY-TO-DAY ACTIVITES/TASKS INCLUDE:
Performs varied administrative duties with a relatively broad scope to support an organization’s programs, projects, and activities. Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. Make suggestions to enhance existing processes and procedures. Responding to problem calls from customers and End User/Service Desk technicians, and resolves associated tickets. Resolve incidents & document resolution activities. Follow procedures; provide updates, ask questions, take action, follow up on missing, incomplete or unresolved issues.

Provide expertise in business process and system analysis, design, improvement, and implementation efforts and in translating business process needs into technical requirements. Provide organizational and strategic planning for a wide variety of technical and functional environments. Provide expertise in, but not limited to, Configuration Management, Strategic Planning, Knowledge Management, Business Analysis and Technical Analysis.

Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems; analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction; collects, defines, and organizes detailed user requirements; defines, plans and deliverables for assigned projects; understands and complies with project budgets; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.

As a SWARM Escalation Tech, you will-be-asked to respond to incident management requests and service improvement project requests. You will serve as the point of escalation for technical issues encountered-but-unresolved by other 09763 support teams across both the Service Desk and End User Support Task Orders. 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.

• Resolve more complex issues escalated from other services and teams.
• Provide advanced desk side support & troubleshooting skills for Windows & software applications.
• Participate in 9763 KCS efforts in creating, updating, and educating teammates on KCS items.
• Participate in technical meetings with partner groups.
• Participate in deployment testing activities.
• Participate in and lead service and process improvement projects.
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

Required Skills:

• Ability to obtain and maintain a DoE Clearance.
• U.S. Citizenship.
• High School Diploma.
• Minimum 3 years of demonstrated PC support, diagnostic/troubleshooting & repair experience, including a solid working knowledge of PC operations including hardware, operating systems and network settings.
• Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)

Desired Skills:

• Active DOE Clearance. DoE L Clearance at a minimum. Q preferred.
• ITIL Foundation certification.
• IT Certifications to include CompTia, Microsoft or Apple Certifications.
• Advanced desktop support & trouble shooting skills.
• Mac OS & application experience a plus.
• Knowledge of Computer Management Solutions, IT Cyber Policies, and common enterprise environments.
• Knowledge of the Sandia National Laboratories environment.
• Experience Leading IT teams or projects.
• Strong analytical and organizational skills.
• Superior communication and interpersonal skills are essential for collaborating with others, communicating to your supervisor, and speaking with various stakeholders.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000 employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.