Help Desk Technician

Savannah River National Laboratory•Aiken, SC

About The Position

The Help Desk Technician works directly with lab staff to provide basic technology support. The role handles incoming support requests, maintains tickets through resolution, supports computers and standard business applications, assists with user accounts and access, and documents troubleshooting guidance. Complex or high-impact network and server issues are escalated to Tier 2 or Tier 3 engineering teams.

Requirements

Bachelor’s degree and 0–3 years of relevant experience, or an associate’s degree and 4 years of relevant experience; 8 years of relevant experience may also be considered in lieu of a degree.
Proficiency in Windows and macOS administration.
Understanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
Familiarity with ticketing systems, endpoint management tools such as Intune, SCCM, or JAMF, and productivity suites such as Microsoft Office 365.
Ability to explain complex technical information in plain, patient language to non-technical users.
Calm demeanor when assisting stressed or frustrated end users.
Ability to prioritize urgent system outages against routine day-to-day requests.

Nice To Haves

Experience in a customer service, call center, or help desk setting.
Familiarity with troubleshooting common PC hardware problems.
Ability to work responsibly with or without direct supervision.

Responsibilities

Answer incoming support requests, log tickets in a service desk platform such as SolarWinds, and track issues from opening through resolution.
Install, configure, troubleshoot, and repair desktop and laptop computers, mobile devices, printers, scanners, and standard business applications, including Windows, macOS, and Microsoft 365.
Handle password resets, account lockouts, user onboarding and offboarding, and basic Active Directory or Azure/Entra ID permissions.
Diagnose root causes and escalate complex, unresolved, or high-impact network and server issues to Tier 2 or Tier 3 engineering teams.
Write and update internal knowledge base articles, FAQ guides, and step-by-step troubleshooting logs.
Perform other duties as assigned.

Benefits

Medical, dental, and vision options, including HSA options with a company-provided seed contribution.
Company-paid short- and long-term disability.
Company-paid, non-contributory life insurance equal to 1x salary.
Company-paid, non-contributory AD&D insurance equal to 1x salary.
Savings and investment plan with a qualified non-elective company contribution of 5% each pay period with immediate vesting, and a company match of 50 cents per dollar up to 8%, with five-year vesting in the company match.
Contributory life insurance up to 5x salary, with a $1 million cap.
Contributory AD&D coverage for employees, spouses, and children.
Paid time off.
Employee Assistance Plan.
Competitive relocation package; domestic and international relocation assistance is available for certain positions.