Help Desk Technician

$52,657 - $65,821/Yr

United States Government - Boulder, CO

Full-time - Entry Level

Boulder, CO

Executive, Legislative, and Other General Government Support

About the position

The NCAR/UCAR Service Desk Technician provides essential front-line and tier II technical support for users of NCAR/UCAR resources, including desktop, compute, and data services. The role involves diagnosing, researching, and resolving end-user issues promptly and effectively, while escalating more complex incidents as necessary. This position is crucial for maintaining user satisfaction and ensuring smooth operations within the organization.

Responsibilities

• Provide technical support to end-users for a range of UCAR/NCAR staff, NCAR research computing and data services.
• Diagnose, research, and resolve routine end-user issues in a timely manner using established protocols and troubleshooting.
• Categorize complicated technical questions to route calls effectively in a complex multi-unit environment.
• Answer phone calls, assist walk-in customers, and troubleshoot tickets as they come in.
• Maintain communication and monitor incidents through resolution.
• Set up new accounts in the user creation process with attention to detail.
• Provide credentials to assist users in obtaining access to systems.
• Train customers on basic use of services and technologies.
• Assist supercomputer users with account setup, logging in instruction, and configuration of two-factor authentication.
• Troubleshoot user difficulties in submitting requests for NCAR high-end computer and storage resources.
• Image and deploy laptops and equipment according to procedures.
• Support communications with all users regarding outages or service interruptions.
• Meet users in person for deployments and collection of equipment.
• Maintain and process returned items according to procedures.

Requirements

• Associate's degree in computer-related field or an equivalent combination of education and experience.
• Familiarity with MS Windows, MacOS, and/or Linux environments.
• Ability to prioritize and execute tasks and meet deadlines.
• Excellent verbal/written communication skills and professional interaction.
• Patience and flexibility when responding to end-user needs and requests.
• Excellent interpersonal communication skills.