Helpdesk Technician

Associated Universities Inc.•Socorro, NM

23h•Onsite

About The Position

The National Radio Astronomy Observatory (NRAO) is an exciting and prestigious research facility that plays a vital role in the study of the universe. The Observatory operates a variety of radio telescopes that span the globe, including the famous Very Large Array (VLA) in New Mexico, the Green Bank Telescope in West Virginia, the Very Long Baseline Array (VLBA), and the Atacama Large Millimeter/submillimeter Array (ALMA) in Chile. These telescopes are among the most advanced in the world, allowing astronomers to explore the universe in unprecedented detail. The NRAO announces an opportunity for a full-time Helpdesk Technician to join the Observatory’s Helpdesk Team. This position is based at the NRAO Science Operations Center (DSOC) is located in Socorro, NM, on the campus of New Mexico Institute of Mining and Technology (www.nmt.edu).

Requirements

You have an Associate’s degree in information technology, computer science or related field is required or equivalent combination of education and experience.
While no prior experience is required, a high level of customer service and competency in Microsoft software products and web-based systems, Visio and SharePoint is required.
A passion for helping people
Background in customer service
A curiosity for technology
General interest in enabling access to information technology
The ability to build and maintain strong working relationships
Analytical and problem-solving skills
High level of competency in Microsoft software products and web-based systems, Visio and SharePoint.
A willingness to learn user support/helpdesk processes
Basic troubleshooting skills with willingness to ask for help when needed
An attention to detail and ability to maintain performance while managing competing priorities
Highly organized
Excellent communication skills
You must be a U.S. citizen, possess a valid driver’s license, and be eligible to obtain a Common Access Card (CAC) and pass a basic background check.
Observatory employees must be authorized to work in the United States.

Responsibilities

Providing in-person or remote technical support through email, phone and helpdesk ticketing system
Helping users sign into their machines
Field user technical questions
Set up user workstations
Provide basic instruction and/or training to users for established IT services
Perform routine technical assistance on End Points
Assist with tracking available inventory of hardware ready to be deployed
Performs routine technological systems support, maintenance, and testing
Assists with the implementation of technology projects with moderate scope and impact
Assists with the installation, standard configuration, and maintenance of computers
Performs miscellaneous job-related duties as assigned
Accepting, reviewing and acting on help desk tickets
Pinpointing technical issues based on reported symptoms and diagnostic reports
Using remote-control software to actively repair user issues
Performing basic account management tasks, such as resetting passwords and adjusting key settings
Training new employees or users on new software or repair processes
Assisting with routine tasks, such as inventory management
Creating and maintaining work logs that document customer interactions for all projects

Benefits

AUI provides excellent paid time off (13 holidays, annual accrual of up to 24 vacation days and 15 sick days, additional time off for doctor/dentist visits, and 8 weeks of paid parental leave).
Medical, dental and vision plans are effective on the first day of employment.
AUI’s retirement benefit contributes an amount equal to 10 percent of a qualified participant’s base pay with no required employee contribution; we also offer an optional supplemental, tax-deferred plan for employee retirement contributions.

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