IT Technologist

Oak Ridge National Laboratory•Oak Ridge, TN

7d•Onsite

About The Position

We are hiring an IT Technologist who will contribute to end user support on over ten thousand Windows/Macintosh/Linux computers and mobile devices throughout ORNL. This position resides in the Client and Service Management group of the Digital Services Infrastructure & Operations division in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL). The IT Technologist will work across a broad range of technologies including multiple areas of the business to address incidents, problems and requests. Responsibilities include answering and resolving contacts made to IT via phone, email, instant message, or in person and explaining solutions in technical and nontechnical terms. This position will also serve as a main point of contact for ORNL IT services and will deliver the full range of IT support services. These services include supporting: Operating systems; mobile devices (specifically iOS); E-Mail; Backup systems; Active Directory; software product updates; vulnerability resolution; and various support of other software products used on ORNL desktop systems. Responsibilities include configuring, troubleshooting, and modifying computing systems; resolving issues with operating systems and applications; proactively solving problems as part of a team; and training new IT staff on operations at ORNL.

Requirements

Associate’s degree in technology or a similarly related field of study and 2-3 years of aligned experience is required for consideration. An overall combination of equivalent education and experience may be considered.
In-depth knowledge and demonstrated support ability for Macintosh and Windows platforms in an enterprise environment.
Experience providing white glove support for executive staff.
Prior experience working helpdesk and field support.
Ability to identify and resolve technical issues working independently or as part of a team.
Ability to communicate clearly to technical staff and end-users either in-person, over the phone, or in writing.
Ability to handle constantly evolving tasks, ability to multitask effectively and to exercise patience and professionalism during stressful situations.
Ability to work with minimal direct supervision.
Ability to provide support to end users using remote support tools
Ability to provide both remote and deskside support.
Advanced computer desktop and helpdesk support abilities.

Nice To Haves

A BS in a technology, science, business, or a related field of study and a minimum of 6 years directly related experience.
Advanced analytical and problem-solving skills including the ability to visualize a problem or situation and think abstractly to solve it.
A friendly, helpful demeanor with strong interpersonal skills and a collaborative approach.
Share knowledge and mentor less-experienced personnel.
Experience diagnosing network issues.
Experience working in an ITIL environment.
Knowledge of the ServiceNow ITIL management system.
Knowledge and experience working with ORNL-supported software: Microsoft products (Visio, Project); Adobe; Cylance AV; Entrust; etc.).
Solid grasp and experience with software used for issue and problem identification (Elastic and/or SolarWinds).
Ability to provide basic to intermediate support for Linux operating systems, specifically RedHat.
Familiarity and knowledge of ORNL networking systems.
In-depth knowledge in ORNL’s computing environment.

Responsibilities

Main focus is to provide user support and customer service and includes the following: Maintaining information technology systems and resources and the software products installed on these systems.
Configuring, troubleshooting, modifying, and repairing computers and related equipment.
Providing problem resolution for software errors.
Supporting ORNL’s executive staff.
Developing technical documentation and processes for both technical staff and end-users.
Recommending the purchase of electronic equipment or related accessories.
Providing technical guidance and direction to co-workers to solve intermediate and advanced level technical problems.
Supporting all aspects of iOS and mobile devices (configuration, troubleshooting, special application uses, etc.)
Resolving computer and technical problems using various means which are dependent on the situation (deskside visits, phone discussions, email, or by using remote tools).
Performing other related duties as required.
Contributing to Knowledge Base articles by authoring and/or editing.