User Support Specialist

Oak Ridge National Laboratory•Oak Ridge, TN

About The Position

Oak Ridge National Laboratory is hiring a Windows User Support Specialist for the Support Services & Isolated Environments Group in the Research Computing Services Division, within the Information Technology Services Directorate. The role focuses on Level 1 and Level 2 desktop support and basic Windows systems administration. An active DOE Q or Top Secret clearance is required for consideration. The specialist supports Windows desktop systems, including thin and thick clients, storage, and video conferencing. The role involves installing and configuring operating systems and software, monitoring system performance, resolving hardware and software issues with other technicians, and maintaining documentation for software and hardware builds and installations. The employee must support secure and effective computing in accordance with ORNL classified procedures, IT internal operating procedures, and cybersecurity best practices, while aligning work with ORNL’s core values and fostering a respectful workplace. A bachelor’s degree in a relevant field and five to seven years of proven ability are required, although an equivalent combination of experience may be considered. This position requires the ability to obtain and maintain Department of Energy clearance and is subject to pre-placement and ongoing random drug testing. Visa sponsorship is unavailable. ORNL employs more than 7,000 people and is a DOE Office of Science national laboratory. The position offers competitive pay and benefits, including medical and retirement plans and flexible work hours. The position remains open for at least five days and may close when a qualified candidate is identified or hired.

Requirements

Bachelor’s degree in computer science, information technology, information systems, business, or a related field, and five to seven years of proven ability; an equivalent combination of experience may be considered.
Active DOE Q or active Top Secret clearance is required for consideration.
Experience with help desk ticketing systems and metrics tracking.
Experience with various Windows operating systems.
Experience managing a virtualized environment, including tuning and maintenance.
General experience with the Windows Server platform.
Basic understanding of network communication and proven troubleshooting techniques.
Ability to obtain and maintain Department of Energy clearance.
Pass a pre-placement drug test and participate in an ongoing random drug testing program.

Nice To Haves

VM installation, configuration, and management experience.
Strength in documenting work, policies, and procedures.
Solid understanding of multiple current operating systems.
Ability to perform job tasks while considering cybersecurity risks and collaborating with security professionals when necessary.
Ability to work independently and as part of a group on various projects.
Excellent interpersonal skills for user support and ability to work well with peers.

Responsibilities

Provide Tier 1 and Tier 2 desktop support and basic Windows systems administration.
Provide video conferencing support.
Install, configure, and maintain Windows desktop systems, including thin and thick clients, and storage; work with VMware thin-client deployments.
Ensure secure and effective operation of computing systems by complying with ORNL classified procedures, IT internal operating procedures, and cybersecurity best practices.
Work with other technicians to resolve hardware and software issues.
Monitor system performance.
Install and configure commercial and specialty software packages.
Maintain documentation and notes on software and hardware builds and installations.
Align behaviors, priorities, and interactions with ORNL’s core values of Impact, Integrity, Teamwork, Safety, and Service.
Promote equal opportunity by fostering a respectful workplace.