NREL Service Desk Technician III in Golden, Colorado
Service Desk Technician III
CO - Golden
Hours Per Week
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, Microsoft Teams and Skype for Business; Adobe Acrobat; email encryption
Hardware troubleshooting – Apple, Dell, Polycom, Cisco VoIP Phone
Ivanti/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 multi-factor authentication
Technical customer 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
Proficient understanding of Windows and Mac troubleshooting processes
Experience setting up and administering web conferencing services
Willingness to take on new tasks as assigned
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.
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.
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.
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, gender identity, 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.
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