IT OPERATIONS HELP DESK TECHNICIAN

U.S. Space & Rocket Center•Huntsville, AL

95d

About The Position

The IT Operations Help Desk Technician provides first-line technical support to U.S. Space & Rocket Center users. The position troubleshoots hardware, software, account, and connectivity issues, resolves routine requests, and escalates complex problems as needed. It serves as the first point of contact for technical assistance and maintains accurate records of support requests, troubleshooting, resolutions, and escalations. The technician installs, configures, tests, deploys, maintains, and troubleshoots desktop and laptop computers, Windows and Mac operating systems, business applications, printers, peripherals, and basic wired and wireless connectivity. The role also provides basic account and Microsoft 365 support, prepares equipment for new employees and replacements, performs routine workstation maintenance, and supports IT security practices. Other work includes maintaining inventory records, creating user-facing instructions and internal knowledge-base documentation, and completing other duties assigned by IT leadership. This position has no supervisory responsibilities and does not require travel. Regular hours are Tuesday through Saturday, 8:00 a.m. to 5:00 p.m. After-hours, weekend, and holiday support may be required for critical outages, cybersecurity incidents, emergency response, and approved maintenance. Work takes place in a climate-controlled office, with occasional outdoor tasks. Physical activities include walking, climbing stairs and ladders, sitting for extended periods, lifting equipment up to 50 pounds, bending, kneeling, reaching, and using a computer and related equipment.

Requirements

High school diploma or GED.
At least one year of hands-on experience supporting Windows and Mac operating systems and computer applications, or an equivalent combination of education and experience.
Familiarity with Microsoft 365, Windows user accounts, security camera systems, wireless networks, and point-of-sale systems.
Experience installing, configuring, and troubleshooting PC hardware and software.
Demonstrated initiative, self-motivation, willingness to learn new technologies, develop technical skills, and adapt to changing support needs.
Ability to walk and climb stairs; climb and work on ladders; sit for 4–8 hours; carry and lift equipment and supplies up to 50 pounds waist high; bend, kneel, and reach; use sight, reading, wrist movements, and touch to operate a computer terminal and repair equipment; and communicate in person and by telephone.

Nice To Haves

CompTIA A+ certification.

Responsibilities

Serve as the first point of contact for employees seeking technical assistance with computers, software, accounts, printers, peripherals, network connectivity, and other supported technology.
Receive, document, prioritize, track, and resolve support requests; maintain accurate records of issues, troubleshooting, resolutions, and escalations.
Install, configure, test, deploy, maintain, and troubleshoot computers, operating systems, business applications, printers, scanners, printing services, peripherals, and network adapters or basic connectivity.
Perform initial diagnosis of hardware and software issues using established procedures.
Provide basic user-account support, including password resets, account access, permissions, and multifactor authentication, in accordance with security procedures.
Assist users with Microsoft 365 applications, email, file access, collaboration tools, and other approved systems.
Prepare equipment for new employees and replacement deployments, including software installation, security updates, peripheral setup, testing, inventory documentation, and delivery.
Perform routine workstation maintenance, including operating-system and application updates, equipment inspections, malware scans, and preventive-maintenance tasks.
Follow security policies, protect confidential information, identify suspicious activity, and promptly report suspected cybersecurity incidents.
Escalate incidents that exceed the technician's authority, technical knowledge, or established resolution timeframes.
Communicate professionally with users, provide timely status updates, confirm resolutions, and promote a positive customer-service experience.
Maintain hardware, software, licensing, and peripheral inventory records; report damaged, missing, obsolete, or unsupported equipment to the appropriate supervisor.
Create and maintain user-facing instructions, troubleshooting guides, and internal knowledge-base documentation.
Complete assigned tasks accurately and promptly, comply with departmental standards, and perform other related duties assigned by IT leadership.