IT Specialist III - Servicedesk Technician

National Laboratory of the Rockies•Golden, CO

9d•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
HSPD-12 PIV required

Nice To Haves

ITIL Foundations preferred

Responsibilities

Service Desk (Tier I) phone, self-service, chat, and walkup support
Account administration for Active Directory, YubiKey, AppleID, Windows 365, and other technologies
Installation, maintenance, troubleshooting, operation and coordination of workstation computers and associated IT equipment and applications
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