Service Desk Technician - Specialist III
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About The Position
The NREL Service Desk is the first point of contact across our laboratory for IT troubleshooting and request fulfillment. Our team handles client intake via phone calls, self-service tickets, walk-ups, and chats via our ticketing system. We troubleshoot and remediate technical issues and fulfill requests on Windows, macOS, and iOS platforms in a Windows enterprise environment. A solid understanding of endpoint encryption, Mobile Device Management (MDM), Multifactor Authentication (MFA), remote system access, account administration, and strong interpersonal skills are key competencies of our team. We are a highly collaborative team of technicians who work both independently as individual technicians and often as a group to solve complex IT issues. Strong communication skills, a desire to learn every day, and a willingness to adapt to a changing IT landscape are a must. We are growing as a laboratory and as a team, so adaptation and initiative help us thrive on that journey. NREL's Information Technology Services (ITS) operates on a tiered level of service. By providing high quality technical support, this professional technician will resolve issues when possible, escalate issues to other support groups, document customer problems, communicate service information to users, and record actions using ticketing system to ensure a timely resolution.
