Description

The NREL Service Desk is the first point of contact across our laboratory for IT troubleshooting and request fulfillment.

Our team handles client intake via phone calls, self-service tickets, walk-ups, and chats via our ticketing system. We troubleshoot and remediate technical issues and fulfill requests on Windows, macOS, and iOS platforms in a Windows enterprise environment.

A solid understanding of endpoint encryption, Mobile Device Management (MDM), Multifactor Authentication (MFA), remote system access, account administration, and strong interpersonal skills are key competencies of our team.

We are a highly collaborative team of technicians who work both independently as individual technicians and often as a group to solve complex IT issues.

Strong communication skills, a desire to learn every day, and a willingness to adapt to a changing IT landscape are a must.

We are growing as a laboratory and as a team, so adaptation and initiative help us thrive on that journey.

NREL's Information Technology Services (ITS) operates on a tiered level of service. By providing high quality technical support, this professional technician will resolve issues when possible, escalate issues to other support groups, document customer problems, communicate service information to users, and record actions using ticketing system to ensure a timely resolution.

DutiesShallInclude :

Afterhourssupportonarotatingschedule

CollaboratewiththeITAssetManagementteamtosupportsoftwarelicensecompliance

Contribute toandmaintainacomprehensiveknowledgebaseofwrittentechnical,FAQ,andhow-to documentationfordepartmentalandusers / client consumption

Delivertrainingtoenduserswithvaryingskilllevelsonuseofequipment, and services while advocating for our standard services as the first option

Support,maintain,repairandupgradedesktops,laptops,printersandmobiledevices(smartphonesandtablets)

Install,upgrade,supportandtroubleshootMicrosoft,AppleandLinuxoperatingsystemsandauthorizeddesktopapplications

Rundiagnosticteststoisolatenetworkproblemsandmakerecommendationsforpotentialsolutions

Supportequipmentrelocationstoincludepickupanddeliveryofcomputerequipment

Supportcybersecurityprocessesincludingvirusremediation,dataencryption,cyberexceptions, and data access requests

Support IT Asset Lifecycle Management processes, including excess (surplus) computer processing and our reutilization program

Respondtoerrormessages,equipmentfailuresandotherconcernsfromusers and system owners

Ensuresystemsremainoperationalduringbusinesshours

Triage and escalate any system or services outage reports while leveraging our Incident Management processes

Initialize,troubleshoot,andmaintainmultifactorauthenticationdevices / accountsandeducateclients / usersasneeded

Basic Qualifications

Relevant Associate's Degree or certification program of comparable scope and 3 or more years of experience or equivalent relevant education / experience.

Full knowledge of technical specialty. Strong working knowledge of IT hardware products or software application products.

Good understanding of network and system deployment and administration. Proficient in analytical techniques and practices.

Solid communication, interpersonal, project management and customer relations skills.

Must meet educational requirements prior to employment start date.

Additional Required Qualifications

Excellentmulti-taskingskills;prioritizesandperformsavarietyofconcurrenttaskswithminimaldirection

Dual-platformexperienceincludingWindows10 / 11,macOSand iOSoperatingsystems

StandardMicrosoft365SoftwareSuite(PC&Mac),Outlook,Teams,OneDrive;AdobeAcrobatDC;email and hard drive encryption

Hardwaretroubleshooting,diagnostics,andproblemremediation

ProficientknowledgeofremotesupporttoolssuchasIvanti / LANDesk,AppleRemoteDesktop,RemoteDesktopConnection,MicrosoftTeams,etc.

ActiveDirectoryadministration,YubiKey,RSASecurID,Pulse Secure or Global ProtectVPN,CheckPointFDE,FileVault2,andBitlocker

WorkingknowledgeofWindowsServerandActiveDirectoryenvironments

JuniperSSLVPNmultifactorauthentication

Workingknowledgeofclientserviceforover4,200scientificandexecutiveprofessionals,researchersandadministrativestaff

Abletoworkandcommunicateeffectivelywithpeopleatalllevelsofanorganization

Verystrongorganizationalandprioritizingskills

Demonstratedabilitytoworkprofessionallyaspartofateamanddirectlywithusers

Proactiveapproachtocustomerservice, demonstration of initiative and professional responsibility

Experiencesettingup,supporting,andadministeringMicrosoftTeams,Zoom,andWebExwebconferencingservices

ProficientexperiencewithOffice365,MicrosoftAuthenticator,andMulti-FactorAuthentication (MFA)

ExperienceworkingunderUSGovernmentoversite and adherence to auditable processes

Preferred Qualifications

• GoToMeeting, WebEx, MyMeetings, Teams and other virtual meeting applications
• Flat-panel displays and their installation and maintenance methods
• Wired and wireless microphones and systems
• Recent and current Windows, Mac and iOS platforms and their AV capabilities and standards
• Understanding of IP and ISDN network connectivity and associated technologies
• A / V cabling standards (component, VGA, DVI, HDMI), distribution / conversion equipment and installation methodology
• Familiarity with ServiceNow IT service management system
• Networking, Cyber, systems administration experience, Active Directory Administration, technical certifications

Strong interpersonal and communications skills in a customer service environment. Knowledge of account administration and operational knowledge of Windows and Macintosh operating systems.

Ability to learn new skills and adapt to a changing IT workplace.

Job Application Submission Window

The anticipated closing window for application submission is up to 30 days and may be extended as needed.

Annual Salary Range (based on full-time 40 hours per week)

Job Profile : IT Specialist III / Annual Salary Range : $49,100 - $78,600

NREL takes into consideration a candidate’s education, training, and experience, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees.

In compliance with the Colorado Equal Pay for Equal Work Act, a potential new employee’s salary history will not be used in compensation decisions.

Benefits Summary

Benefits include medical, dental, and vision insurance; short and long-term disability insurance; pension benefits*; 403(b) Employee Savings Plan with employer match*;

life and accidental death and dismemberment (AD&D) insurance; personal time off (PTO) and sick leave; paid holidays; and tuition reimbursement*.

NREL employees may be eligible for, but are not guaranteed, performance-, merit-, and achievement- based awards that include a monetary component.

Based on eligibility rules

Badging Requirement

NREL is subject to Department of Energy (DOE) access restrictions. All employees must also be able to obtain and maintain a federal Personal Identity Verification (PIV) card as required by Homeland Security Presidential Directive 12 (HSPD-12), which includes a favorable background investigation.

Drug Free Workplace

NREL is committed to maintaining a drug-free workplace in accordance with the federal Drug-Free Workplace Act and complies with federal laws prohibiting the possession and use of illegal drugs.

Under federal law, marijuana remains an illegal drug.

If you are offered employment at NREL, you must pass a pre-employment drug test prior to commencing employment. Unless prohibited by state or local law, the pre-employment drug test will include marijuana.

If you test positive on the pre-employment drug test, your offer of employment may be withdrawn.

Submission Guidelines

Please note that in order to be considered an applicant for any position at NREL you must submit an application form for each position for which you believe you are qualified.

Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

EEO Policy

NREL is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, domestic partner status, military or veteran status, national origin / ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.

E-Verify For information about right to work, click for English or for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

Last updated : 2024-08-28