IT Services Administrator

Battelle-posted about 1 year ago

Full-time • Entry Level

Columbus, OH

Professional, Scientific, and Technical Services

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The IT Services Administrator role at Battelle involves providing tier two support to users, focusing on problem recognition, research, isolation, and resolution. The position requires excellent customer service skills and the ability to manage various service requests while working on projects of moderate complexity. The administrator will also assist in deploying and managing endpoints, ensuring proper access management, and maintaining documentation.

Provides Tier 2 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.
Manages staff identities and access by managing accounts, security groups, email accounts, and security tokens.
Determines the best way to grant/remove access working with requestors as needed to stay within these parameters and recognize when requested solution needs escalated.
Establishes staff and contractor access during on-boarding and deactivating access during off-boarding.
Researches, analyzes, debugs, and resolves access issues.
Tracks recurring issues and drives permanent solutions.
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.
Reviews and develops knowledge articles/documentation as required.
Independently researches and obtains information for moderate to complex issues and requests.
Participates in the implementation and ongoing support of hardware and software systems and the interaction between workstations, servers, networks and computing/telecommunications resources.
Participates on special projects or initiatives to develop/expand area of expertise of the team.
Coordinates and provides training to new employees and extended support teams.
May act as an after-hours back-up support to lower level staff.
Reviews and reports about assigned specific metrics to the team and manager.
Maintains and protects confidentiality of sensitive information with regard to all aspects of business and employee information.
Ensures assets are properly documented and tracked.

Bachelor's Degree in a technical field; Three years of relevant experience; 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.
Excellent phone etiquette and customer service oriented.
Ability to work independently or with minimal direction in a team environment without direct supervision.
Ability to lift and move IT hardware.

Experience with IT hardware deployment and management.
Familiarity with cloud services and remote support tools.

Flexible, compressed work schedule allowing for every other Friday off.
Hybrid work arrangement with 60% in-office and 40% remote work.
Paid time off to support work-life balance.
Medical, dental, and vision coverage with wellness incentives.
401(k) retirement savings plan with employer contributions and matching.
Tuition assistance for higher education.

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