IT Specialist III - Servicedesk Technician

National Laboratory of the Rockies•Golden, CO

11d•$51,200 - $81,900•Onsite

About The Position

This position is for endpoint and account management support. Knowledge and ability to provide installation, maintenance, troubleshooting, operation and coordination of workstation computers and associated IT equipment and applications is also required. Responsibilities will include Service Desk (Tier I) phone, self-service, chat, and walkup support, while working under minimal supervision. A mid-level technical understanding of account administration for Active Directory, YubiKey, AppleID, Windows 365, and other technologies employed in our environment are required. A working knowledge of Windows operating systems and macOS is also required. Working knowledge of Outlook and Exchange email services. Experience with Mac OS (current versions), working knowledge of Macintosh systems in an Active Directory Domain environment, Exchange, DNS/DHCP/IP/File Sharing, hard drive encryption software, hardware/software troubleshooting, and Microsoft Office for Mac. Answer phones and conduct technical support in a call center environment. Document customer contacts, communicate service information to users, and record action using system of record. Support all modes of customer contacts; recording and managing within the IT system of record in alignment with ITS process, procedures and service levels. Diagnose and troubleshoot desktop/laptop system, printer and operating problems Consult and instruct users on hardware and software questions/issues. Collaborate and consult with IT teams on network issues. Install, maintain and upgrade desktop, laptop and mobile device. Run diagnostic tests to isolate network problems and make recommendations for potential solutions. Respond to error messages, equipment failures and other concerns from users. Ensure systems remain operational during working support hours. Activating security tokens and educating clients as needed. After-hours support on a rotating schedule. Working knowledge and skills related to specialty. Working knowledge of network operating systems and protocols. General understanding of network infrastructure and administration. Practical application to a wide variety of problems and situations specific to the discipline or field supported.

Requirements

Relevant Associate's Degree or certification program of comparable scope and 3 or more years of experience or equivalent relevant education/experience.
Full knowledge of technical specialty.
Strong working knowledge of IT hardware products or software application products.
Good understanding of network and system deployment and administration.
Proficient in analytical techniques and practices.
Solid communication, interpersonal, project management and customer relations skills.
Must meet educational requirements prior to employment start date.
Strong customer service skills and commitment to customer service and support.
Strong analytical and problem-solving skills.
Initiative to anticipate issues and provide insight into solutions.
Profound attention to detail and organizational skills.
Ability to effectively work in a collaborative team environment.
Ability to work independently and with a sense of urgency and accuracy, in a fast-paced team environment.
Strong communication skills, written and verbal.
Working knowledge of Windows operating systems and macOS.
Working knowledge of Outlook and Exchange email services.
Experience with Mac OS (current versions).
Working knowledge of Macintosh systems in an Active Directory Domain environment.
Experience with Exchange, DNS/DHCP/IP/File Sharing.
Experience with hard drive encryption software.
Experience with hardware/software troubleshooting.
Experience with Microsoft Office for Mac.
Working knowledge and skills related to specialty.
Working knowledge of network operating systems and protocols.
General understanding of network infrastructure and administration.
Practical application to a wide variety of problems and situations specific to the discipline or field supported.
Ability to obtain and maintain a federal Personal Identity Verification (PIV) card.
Pass a pre-employment drug test.

Nice To Haves

ITIL Foundations preferred
HSPD-12 PIV required

Responsibilities

Provide installation, maintenance, troubleshooting, operation and coordination of workstation computers and associated IT equipment and applications.
Provide Service Desk (Tier I) phone, self-service, chat, and walkup support.
Administer accounts for Active Directory, YubiKey, AppleID, Windows 365, and other technologies.
Provide support for Windows operating systems and macOS.
Provide support for Outlook and Exchange email services.
Answer phones and conduct technical support in a call center environment.
Document customer contacts, communicate service information to users, and record action using system of record.
Support all modes of customer contacts; recording and managing within the IT system of record in alignment with ITS process, procedures and service levels.
Diagnose and troubleshoot desktop/laptop system, printer and operating problems.
Consult and instruct users on hardware and software questions/issues.
Collaborate and consult with IT teams on network issues.
Install, maintain and upgrade desktop, laptop and mobile device.
Run diagnostic tests to isolate network problems and make recommendations for potential solutions.
Respond to error messages, equipment failures and other concerns from users.
Ensure systems remain operational during working support hours.
Activate security tokens and educate clients as needed.
Provide after-hours support on a rotating schedule.