Senior IT Service Desk Technician

Argonne National Laboratory•Lemont, IL

3d•$40 - $62•Onsite

About The Position

The Shared Services team in the Computing and Environmental Life Sciences directorate (CELS) is looking for a Senior IT Service Desk Technician to join their team. The Senior IT Service Desk Technician leads the support, operation and maintenance for the user computing environment for the CELS directorate and supports users from the associated divisions and their collaborators. This position requires an on-site presence 5 days per week at the Argonne campus in Lemont, Illinois.

Requirements

SA4: High School and 10+ years of experience, or an Associates and 8+ years, or equivalent.
To perform the essential functions of this position successful applicants must provide proof of U.S. citizenship, which is required to comply with federal regulations and contract.
Comprehensive knowledge of operating and software systems including implementation, maintenance, and best practices.
Strong knowledge of Virtual Machine technologies, including VMware and Hyper-V.
Experience in programming or script writing and automation.
Strong interest in emerging technologies and applications, and an ability to apply them to the computing environment.
Mastering usage of JAMF Pro, Ansible, internal Argonne tools, ServiceNow, FreshService, BeyondTrust / Bomgar, Tanium, Microsoft Teams, Zoom, Slack and Wordpress.
Skills conducting problem triage and communicating with internal customers about potential solutions.
Flexibility in dealing with assignments and working on several projects simultaneously.
Ability to work on individual projects and as a member of a team and show intermediate skills in leading small to medium size projects.
Strong problem-solving and learning skills, including systematic troubleshooting, root-cause analysis.
Clear and effective communication skills, both verbal and written, with ability to explain technical issues to diverse audiences, document solutions thoroughly, and communicate in ways that inform decisions and drive positive outcomes.
Demonstrated customer service excellence, including professional demeanor under pressure, ability to manage user expectations, build collaborative relationships.
Demonstrate a constant desire and ability to maintain knowledge of current technology used in CELS but also demonstrate interest in emerging technologies and being on the lookout for new opportunities in technology advance to benefit our user’s community.
Ability to model Argonne's core values of impact, safety, respect, integrity and teamwork.

Responsibilities

Understand the nature of any Tier-1, Tier-2 or Tier-3 level of activity, although not required to be performed daily should demonstrate the ability to “step in” and to take over, whenever there is increased demand as a Tier-1 or Tier-2 or when assistance is required.
Hardware troubleshooting, software installation, configuration changes, deploying new equipment, handling tickets and documentation and service provisioning.
Desktop support of scientific computing infrastructure (macOS, Linux, Windows) including computer configuration, deployment, and troubleshooting.
Advanced ability to write internal and user-facing documentation on issues related to supported technologies and platforms.
Develop strategies and orientations to properly maintain the software and hardware lifecycle for our user computing environment.
Provide technical guidance to Tier-1 and Tier-2 support engineers to provide technical guidance on the daily operations of their activities ensuring a proper workload balance.
Accompany management in driving and instilling technical change from inception to adoption and to delivery to the end users.
Coordinating with Argonne's central IT group in management of the laboratory's Active Directory, and policy management and how it pertains to the CELS OU.
Synchronizes with internal partners and external vendors to properly manage the lifecycle of CELS user computing environment.