IT Service Desk Technician

Posting Title

IT Service Desk Technician

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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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Working at NLR

NLR is located at the foothills of the Rocky Mountains in Golden, Colorado is the nation's primary laboratory for energy systems research and development.

Join the National Laboratory of the Rockies (NLR), where world-class scientists, engineers, and experts are accelerating energy innovation through breakthrough research and systems integration. From our mission to our collaborative culture, NLR stands out in the research community for its commitment to an affordable and secure energy future. Spanning foundational science to applied systems engineering and analysis, we focus on solving complex challenges to deliver advanced, secure, reliable, and cost-effective energy solutions. Our work helps strengthen U.S. industries, support job creation, and promote national economic growth.

At NLR, you'll find a mission-driven environment supported by state-of-the-art facilities, multidisciplinary research teams, and strong collaborations with industry, academia, and other national laboratories. We offer robust professional development opportunities, and a competitive benefits package designed to support your career and well-being.

Job Description

Join the Service Desk at the National Laboratory of the Rockies, where you’ll provide hands-on technical support to the scientists, engineers, and staff advancing energy innovation research. As a Tier I Service Desk analyst, you’ll help users by phone, chat, self-service tickets, and walk-up support, supporting both Windows PCs and Macs. You’ll install, maintain, and troubleshoot workstations and related equipment, and manage user accounts and endpoints across Active Directory, YubiKey, Apple ID, Windows 365, and Exchange/Outlook. You’ll work independently, with the backing of a collaborative IT team.

What you bring: Working knowledge of Windows and current versions of macOS, including Macs in an Active Directory domain. Experience with Microsoft Office for Mac, Exchange/Outlook, DNS/DHCP/IP, file sharing, disk encryption, and general hardware/software troubleshooting. Mid-level familiarity with account administration tools (Active Directory, YubiKey, Apple ID, Windows 365) is expected.

 

• Answer phones and conduct technical support in a call center environment.
• Document customer contacts, communicate service information to users, and record action using system of record.  Support all modes of customer contacts; recording and managing within the IT system of record in alignment with ITS process, procedures and service levels.
• Diagnose and troubleshoot desktop/laptop system, printer and operating problems Consult and instruct users on hardware and software questions/issues.
• Collaborate and consult with IT teams on network issues.
• Install, maintain and upgrade desktop, laptop and mobile device.
• Run diagnostic tests to isolate network problems and make recommendations for potential solutions.
• Respond to error messages, equipment failures and other concerns from users.
• Ensure systems remain operational during working support hours.
• Activating security tokens and educating clients as needed.
• After-hours support on a rotating schedule.
• Working knowledge and skills related to specialty. Working knowledge of network operating systems and protocols. General understanding of network infrastructure and administration. Practical application to a wide variety of problems and situations specific to the discipline or field supported.

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Basic Qualifications

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.

* Must meet educational requirements prior to employment start date.

Additional Required Qualifications

• Strong customer service skills and commitment to customer service and support. Strong analytical and problem-solving skills.
• Initiative to anticipate issues and provide insight into solutions.
• Profound attention to detail and organizational skills.
• Ability to effectively work in a collaborative team environment.
• Ability to work independently and with a sense of urgency and accuracy, in a fast-paced team environment.
• Strong communication skills, written and verbal.

ITIL Foundations preferred, HSPD-12 PIV required

Preferred Qualifications

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Job Application Submission Window

The anticipated closing window for application submission is up to 30 days and may be extended as needed.

Annual Salary Range (based on full-time 40 hours per week)

Job Profile: IT Specialist III / Annual Salary Range: $51,200 - $81,900

NLR takes into consideration a candidate’s education, training, and experience, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the Colorado Equal Pay for Equal Work Act, a potential new employee’s salary history will not be used in compensation decisions.

Benefits Summary

Benefits include 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; and tuition reimbursement*. NLR employees may be eligible for, but are not guaranteed, performance-, merit-, and achievement- based awards that include a monetary component. Some positions may be eligible for relocation expense reimbursement. Limited-term positions are not eligible for long-term disability or tuition reimbursement.

* Based on eligibility rules

Badging Requirement

NLR is subject to Department of Energy (DOE) access restrictions. All employees must also be able to obtain and maintain a federal Personal Identity Verification (PIV) card as required by Homeland Security Presidential Directive 12 (HSPD-12), which includes a favorable background investigation.

Drug Free Workplace

NLR is committed to maintaining a drug-free workplace in accordance with the federal Drug-Free Workplace Act and complies with federal laws prohibiting the possession and use of illegal drugs. Under federal law, marijuana remains an illegal drug.

If you are offered employment at NLR, you must pass a pre-employment drug test prior to commencing employment. Unless prohibited by state or local law, the pre-employment drug test will include marijuana. If you test positive on the pre-employment drug test, your offer of employment may be withdrawn.

Submission Guidelines

Please note that in order to be considered an applicant for any position at NLR 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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Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, domestic partner status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.

Reasonable Accommodations

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