Classified Linux Support Technician

Overview KeyLogic is seeking a Classified Desktop Support Tech to support an IT program with the Department of Energy in Albuquerque, NM. The Linux Support Technician will provide end-user support with processes for managing and delivering services that are ITIL conformant. Resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices (including mobile equipment). Additionally, support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaborative technologies. Provide 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. Responsibilities Respond to service requests & incident management services, generated by the Service Desk & by customers. Serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians. Install, troubleshoot, repair and upgrade, Linux operating systems. Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met-or-exceeded. Responsibilities also include configuring, installing, & managing endpoint computing system applications & troubleshooting user problems in an ITIL service oriented environment, as well as documenting current team procedures & system configurations & maintaining the team documentation library & change management schedules. 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 users 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 & where ever available in the repair customer issues within target time limits Provide 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 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 Technology Services metrics Meet all performance service level targets Make every attempt, when appropriate, to resolve service requests remotely. Partner with team members to communicate new solutions & assist other technicians when call volume is low Monitor and assist Linux desktop technicians with various tasks and ticket assignments Assist other Linux technicians with more complex issues Act as the initial escalation point for the Linux desktop support team Act as the technical team lead for the Linux desktop support team Liaison with other support teams, both internal and external Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc. Participate in IT projects Achieve & maintain knowledge of all applicable site procedures Exercise appropriate workflow & time management Qualifications Active DOE level-Q Security Clearance Minimum of three years experience in IT Support Intermediate-to-advanced MS productivity suite & collaborative applications expertise(e.g.Office, Access/SQL, Visio, SharePoint, etc.) Intermediate-to-advanced desktop support & trouble shooting skills for Windows U.S. Citizenship Desired experience & skills: CompTia Certifications, such as A+ or Network+ are desired. Microsoft Certifications, such as MCSA Windows is desired. It has been and continues to be the policy of KeyLogic 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.

Created: 2025-11-01