Service Desk Technician - Specialist III

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.

Responsibilities

• After hours support on a rotating schedule
• Collaborate with the IT Asset Management team to support software license compliance
• Contribute to and maintain a comprehensive knowledge base of written technical, FAQ, and how-to documentation for departmental and users/client consumption
• Deliver training to end users with varying skill levels on use of equipment, and services while advocating for our standard services as the first option
• Support, maintain, repair and upgrade desktops, laptops, printers and mobile devices (smartphones and tablets)
• Install, upgrade, support and troubleshoot Microsoft, Apple and Linux operating systems and authorized desktop applications
• Run diagnostic tests to isolate network problems and make recommendations for potential solutions
• Support equipment relocations to include pickup and delivery of computer equipment
• Support cyber security processes including virus remediation, data encryption, cyber exceptions, and data access requests
• Support IT Asset Lifecycle Management processes, including excess (surplus) computer processing and our reutilization program
• Respond to error messages, equipment failures and other concerns from users and system owners
• Ensure systems remain operational during business hours
• Triage and escalate any system or services outage reports while leveraging our Incident Management processes
• Initialize, troubleshoot, and maintain multifactor authentication devices/accounts and educate clients/users as needed.

Requirements

• Relevant Associate's Degree or certification program of comparable scope and 3 or more years of experience or equivalent relevant education/experience
• Full knowledge of technical specialty
• Strong working knowledge of IT hardware products or software application products
• Good understanding of network and system deployment and administration
• Proficient in analytical techniques and practices
• Solid communication, interpersonal, project management and customer relations skills
• Excellent multi-tasking skills; prioritizes and performs a variety of concurrent tasks with minimal direction
• Dual-platform experience including Windows 10/11, macOS and iOS operating systems
• Standard Microsoft 365 Software Suite (PC & Mac), Outlook, Teams, OneDrive; Adobe Acrobat DC; email and hard drive encryption
• Hardware troubleshooting, diagnostics, and problem remediation
• Proficient knowledge of remote support tools such as Ivanti/LANDesk, Apple Remote Desktop, Remote Desktop Connection, Microsoft Teams, etc.
• Active Directory administration, YubiKey, RSA SecurID, Pulse Secure or Global Protect VPN, CheckPoint FDE, FileVault 2, and Bitlocker
• Working knowledge of Windows Server and Active Directory environments
• Juniper SSL VPN multifactor authentication
• Working knowledge of client service for over 4,200 scientific and executive professionals, researchers and administrative staff
• Able to work and communicate effectively with people at all levels of an organization
• Very strong organizational and prioritizing skills
• Demonstrated ability to work professionally as part of a team and directly with users
• Proactive approach to customer service, demonstration of initiative and professional responsibility
• Experience setting up, supporting, and administering Microsoft Teams, Zoom, and WebEx web conferencing services
• Proficient experience with Office 365, Microsoft Authenticator, and Multi-Factor Authentication (MFA)
• Experience working under US Government oversight and adherence to auditable processes.

Nice-to-haves

• Support experience with the following A/V technologies: GoToMeeting, WebEx, MyMeetings, Teams and other virtual meeting applications
• Flat-panel displays and their installation and maintenance methods
• Wired and wireless microphones and systems
• Recent and current Windows, Mac and iOS platforms and their AV capabilities and standards
• Understanding of IP and ISDN network connectivity and associated technologies
• A/V cabling standards (component, VGA, DVI, HDMI), distribution/conversion equipment and installation methodology
• Familiarity with ServiceNow IT service management system
• Networking, Cyber, systems administration experience, Active Directory Administration, technical certifications
• Strong interpersonal and communications skills in a customer service environment.
• Knowledge of account administration and operational knowledge of Windows and Macintosh operating systems.
• Ability to learn new skills and adapt to a changing IT workplace.

Benefits

• Medical, dental, and vision insurance
• Short- and long-term disability insurance
• Pension benefits
• 403(b) Employee Savings Plan with employer match
• Life and accidental death and dismemberment (AD&D) insurance
• Personal time off (PTO) and sick leave
• Paid holidays
• Tuition reimbursement