NREL Service Desk Technician III in Golden, Colorado

Posting Title

Service Desk Technician III

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Location

CO - Golden

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Position Type

Regular

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Hours Per Week

40

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Job Summary

Duties Shall Include :

  • Respond to requests for technical support via phone, email, walkups and self service tickets. Document, track, and monitor the problems to ensure a timely resolution

  • Build and maintain a comprehensive knowledge base of written technical, FAQ, and how-to information in our knowledge base

  • Troubleshoot basic AV issues (Projectors, Interactive Whiteboards, Large Displays, Teleconferencing and VTC Systems, etc.)

  • Identify, troubleshoot, and resolve problems for individuals in an efficient manner

  • Image, maintain, repair and upgrade desktops, laptops, and mobile devices

  • Install, upgrade, support and troubleshoot Microsoft, Macintosh and Linux operating systems and authorized desktop applications

  • Run diagnostic tests to isolate network problems and escalate as needed in tiered support structure

  • Support cyber security processes including virus remediation, data encryption, and policy compliance

  • Answer phones and conduct technical support in a call center environment

  • Document customer problems, communicate service information to users, and record actions using ticketing system

  • Support software license compliance

  • After hours support on a rotating schedule (once every 2 months)

  • Consult with and instruct users on hardware and software questions/issues

  • Collaborate and consult with IT teams on technical issues

  • Respond to error messages, equipment failures and other concerns from users

  • Ensure systems remain operational during working support hours and in compliance with oversight guidelines

  • Support of Outlook and Exchange email services for desktop and mobile systems (Office 365)

  • Account administration, support endpoint encryption, safeguard proprietary data and educate clients as needed

  • Contribute to process improvement across the IT department as appropriate

  • Proficiency with Mobile Device Management

Desired Knowledge, Skills and Attributes:

  • Excellent multi-tasking skills; prioritizes and performs a variety of concurrent tasks with minimal direction

  • Multi-platform experience including Windows 7/10, macOS and OSX, iOS operating systems

  • Standard Software Suite – MS Office 365 (PC & Mac), Office 2016, Skype for Business and Lync (2011); Adobe Acrobat; email encryption

  • Hardware troubleshooting – Apple, Dell, Polycom, Cisco VoIP Phone

  • LANDesk, Apple Remote Desktop, Remote Desktop Connection, Active Directory administration, RSA, VPN, CheckPoint FDE, Filevault, and Bitlocker

  • Windows Server and Active Directory environments

  • Juniper SSL VPN multifactor authentication

  • Client service for over 2,100 scientific researchers, executive professionals, and administrative support staff

  • Able to work and communicate effectively with people at all levels of the organization

  • Very strong organizational and prioritizing skills

  • Demonstrated ability to work professionally as part of a team and directly with the users

  • Proactive approach to customer service

  • Innate understanding of Windows and Mac troubleshooting processes

  • Experience setting up and administering web conferencing services

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Required Education, Experience, and Skills

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.

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Preferred Qualifications

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.

Support experience with the following A/V technologies:

  • LiveMeeting, GoToMeeting, WebEx, MyMeetings 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

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Submission Guidelines

Please note that in order to be considered an applicant for any position at NREL you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

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EEO Policy

NREL is dedicated to the principles of equal employment opportunity. NREL promotes a work environment that does not discriminate against workers or job applicants and prohibits unlawful discrimination on the basis of race, color, religion, sex, national origin, disability, age, marital status, ancestry, actual or perceived sexual orientation, or veteran status, including special disabled veterans.

NREL validates right to work using E-Verify. NREL will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For additional information, click here at http://www.nrel.gov/careers/employment-policies.html .

The National Renewable Energy Laboratory (NREL) is a leader in the U.S. Department of Energy’s effort to secure an environmentally and economically sustainable energy future. With locations in Golden and Boulder, Colorado, and a satellite office in Washington, D.C., NREL is the primary laboratory for research, development, and deployment of renewable energy technologies in the United States.

Please review the information on our Hiring Process at https://www.nrel.gov/careers/hiring-process.html website before you create an account and apply for a job. We also hope you will learn more about NREL at https://www.nrel.gov/about/ , visit our Careers site at https://www.nrel.gov/careers/ , and continue to search for job opportunities at https://nrel.wd5.myworkdayjobs.com/NREL at the lab.