Systems Support Technician

Battelle • West Jefferson, OH

8d • $54,500 - $77,600 • Hybrid

About The Position

The System Support Specialist II performs system administration for assigned business systems and conducts root cause analysis for recurring issues. The role develops and maintains technical documentation and standard operating procedures, trains and mentors tier one and junior tier two support staff, and helps ensure efficient business-system operation and continuous improvement of support processes. The position is based at Battelle’s West Jefferson, Ohio campus and also works at its Corporate Headquarters in Columbus, Ohio.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, and CompTIA A+, Network+, or other related certifications; four years of experience as an IT support technician or IT administrator; or an equivalent combination of education, certification, and/or experience.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Respond to user inquiries and provide technical support by phone, Teams, email, or in person, with a focus on a positive customer experience.
• Diagnose and resolve advanced hardware, software, and network issues, including issues involving PCs, mobile devices, desktop phones, business applications, desktop software, wired and wireless networks, and VPN.
• Assist with setup and deployment of new enterprise systems.
• Provide advanced tier two support for hardware, software, and network issues.
• Perform system administration tasks for assigned business systems.
• Assist with root cause analysis of recurring issues and implement preventive measures.
• Develop and maintain technical documentation and standard operating procedures.
• Provide training for tier one and junior tier two support staff.
• Generate metrics to identify incident trends and opportunities for improvement.
• Maintain accurate records of issues and resolutions in the IT Service Management system.

Benefits

• Flexible, compressed work schedule with every other Friday off for most employees.
• Hybrid work flexibility, with a 60% in-office and 40% remote model, subject to team and position needs.
• Paid time off.
• Medical, dental, and vision coverage, wellness incentives and benefits, and optional supplemental benefits.
• Coverage for partners, gender-affirming care and health support, and family formation support.
• 401(k) retirement savings plan; for most employees, Battelle contributes 5% whether or not the employee contributes and matches employee contributions.
• Tuition assistance for higher education.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level