IT Services Administrator (Early Career)

Battelle • Columbus, OH

398d

About The Position

The IT Services Administrator (Early Career) at Battelle Memorial Institute is responsible for providing Tier 1 support to users by assisting in problem recognition, research, isolation, and resolution of various IT issues. This role involves engaging with users through calls and emails, maintaining user-oriented documentation, and participating in basic projects under moderate supervision. The position emphasizes customer support, effective communication, and collaboration with other service desk resources to ensure timely resolution of incidents.

Requirements

• Bachelor's degree in a technical field; or an equivalent combination of education and or experience in a related field.
• Working knowledge of service desk software, service management, and remote desktop control tools.
• Proficient in Windows Operating Systems support, commonly used business productivity applications, active directory administration, and desktop security applications.
• Strong written and verbal communication skills.
• Ability to lift and move IT hardware.

Nice To Haves

• Two years of Service Desk experience.

Responsibilities

• Provides Tier 1 support by analyzing and resolving incidents and requests regarding use of business applications, operating systems, software, remote access, security software, telecommunications and other areas as defined.
• Assists in deploying, supporting and managing endpoints; updates Asset Management Database and Configuration Management Databases.
• Utilizes the service management tracking system to log and track incidents and requests from identification through resolution.
• Engages other Service Desk resources or appropriate service management support resources to resolve incidents that are beyond the scope of ability or responsibility.
• Follows up with other support service resources involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Guides users through incident solving process.
• Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Develops user knowledge articles/documentation as required.
• Participates in the implementation and on-going support of hardware and software systems and the interaction between workstations, servers, networks and computing/telecommunications resources.
• Participates on special projects to develop/expand area of expertise of the team.
• Maintains and protects confidentiality with regard to all aspects of business and employee information.
• Ensures assets are properly documented and tracked.

Benefits

• Compressed work schedule allowing for every other Friday off.
• Flexible work arrangements with options for 60% in-office and 40% remote work.
• Paid time off to support work-life balance.
• Medical, dental, and vision coverage with wellness incentives.
• Coverage for partners, gender-affirming care, and family formation support.
• 401(k) retirement savings plan with employer contributions and matching.
• Tuition assistance for higher education.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree