Client Engineer II

Institute of Nuclear Power Operations (INPO)•Atlanta, GA

About The Position

The Client Engineer provides proactive technical support to INPO employees and other IT department personnel, including Service Desk first-level support and system administration. The position also supports certain datacenter and cloud operation platforms, analyzes needs, recommends hardware and software to leadership, and may work on technical special projects assigned by department management. Duties can include installing and configuring computer systems, diagnosing hardware and software issues, and providing operating support to help ensure organizational efficiency. The Client Engineer identifies issues, develops solutions for customers, and serves as a resource for information gathering and decision-making.

Requirements

High school diploma or GED.
Three or more years of professional work experience.
At least one year of service desk experience with Microsoft client operating systems and the Office product suite.
Strong knowledge of the relevant specialty area and ability to independently apply concepts and principles to solve problems and contribute to projects.
Ability to communicate complex information clearly and persuasively to stakeholders.
Ability to lead and collaborate with diverse teams, mentor team members, and help teams work toward common goals.
Advanced planning, organization, and time-management skills, including leading projects and guiding team members.
Ability to research, gather information, and stay current with industry trends and best practices.
Ability to analyze data, trends, and complex problems to develop solutions within the relevant specialty area.
Ability to seek and apply feedback, coaching, and learning from new experiences, and adapt to challenges.
Ability to foster collaboration across teams, facilitate discussions, and contribute to cross-functional projects.
Ability to work with and maintain the confidentiality of highly sensitive or private information.
Must be able to work for prolonged periods sitting at a desk and using a computer.
Must be able to sit, stand, walk, stoop, kneel, crouch, climb, and crawl.
Must be able to lift 25 pounds.
Must have a U.S. state- or territory-issued Real ID-compliant driver's license or identification card.
Must successfully complete a pre-employment background check and drug and alcohol test.
May be required to obtain unescorted access status.
Employment is contingent on receipt of any required export license or authorization for access to export-controlled technology.

Nice To Haves

Bachelor's degree with major coursework in computer science, information systems, or a closely related field.
ServiceNow Administrator Certification.
Medium-level PC Certification.
ITIL Certification.
Three or more years of service desk experience.
Four or more years of experience with client technology transitions.
Three or more years of Office 365 experience.
Three or more years of Microsoft AD/Entra experience.

Responsibilities

Resolve customer technical support issues and serve as an escalation point for difficult, advanced technical support issues.
Act as system administrator for ServiceNow.
Manage identity access, including Active Directory user creation and maintenance.
Assist team members with tickets and troubleshooting.
Manage hardware and software according to INPO standards.
Provide key support for major systems changes that affect customers.
Analyze customer technical support needs and identify trends to prevent recurring issues.
Develop strong relationships with customers, interact productively with them, and understand their goals.
Provide technical support for projects involving upgrades to new or improved equipment and procedures.
Work with internal and external customers to resolve second-level problems.
Provide input to budgeting and planning for hardware and software acquisition.
Support the Service Desk, AV/Telecom, and Data Center and Cloud Operations teams.
Perform other duties as assigned.