IT Specialist III - Servicedesk Technician

NLR; Golden (CO); On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

PTO & sick leave

Holidays & tuition reimbursement

403(b) retirement plan

Life and AD&D insurance

Job summary

The National Laboratory of the Rockies (NLR) in Golden, Colorado is seeking an IT Specialist III to deliver servicedesk support for endpoint and account management. This regular full-time role includes after-hours support on a rotating schedule and requires strong customer service and technical troubleshooting abilities.

Responsibilities span AD, AppleID, YubiKey, Windows 365, macOS, Outlook/Exchange, and network problem diagnosis.

Qualifications

• Associate's degree or equivalent plus 3+ years of experience
• Strong knowledge of IT hardware and software
• Good understanding of network deployment and administration
• Analytical skills and customer relations
• Educational requirements met before employment start date

Responsibilities

• Provide Tier I service desk support via phone, chat, self-service and walkup
• Manage accounts: Active Directory, YubiKey, AppleID, Windows 365
• Troubleshoot Windows and macOS, Outlook/Exchange, DNS/DHCP/IP and file sharing
• Document interactions in the IT system of record and communicate service info to users
• Respond to incidents and coordinate with IT teams on network issues
• Install, maintain and upgrade desktop, laptop and mobile devices
• Perform after-hours support on a rotating schedule
• Ensure systems remain operational during support hours

Skills

Customer service

Call center

Problem solving

Technical support

Education

Associate's degree

Certification program

Tools

Active Directory

YubiKey

AppleID

Windows 365

Outlook/Exchange

macOS

Job description

IT Specialist III - Servicedesk Technician

Location CO - Golden . Position Type Regular . Hours Per Week 40 . 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

This position is for endpoint and account management support. Knowledge and ability to provide installation, maintenance, troubleshooting, operation and coordination of workstation computers and associated IT equipment and applications is also required.

Responsibilities

• Service Desk (Tier I) phone, self-service, chat, and walkup support, while working under minimal supervision.
• A mid-level technical understanding of account administration for Active Directory, YubiKey, AppleID, Windows 365, and other technologies employed in our environment are required.
• A working knowledge of Windows operating systems and macOS is also required.
• Working knowledge of Outlook and Exchange email services Experience with Mac OS (current versions), working knowledge of Macintosh systems in an Active Directory Domain environment, Exchange, DNS/DHCP/IP/File Sharing, hard drive encryption software, hardware/software troubleshooting, and Microsoft Office for Mac.
• 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.

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.

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

• 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*.
• 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.

E-Verify

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

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.

About NLR

The National Laboratory of the Rockies (NLR) is the U.S. Department of Energy's primary national laboratory for critical minerals, energy innovation, and energy security. With locations in Golden and Boulder, Colorado, Fairbanks, Alaska, and a satellite office in Washington, D.C., NLR bridges foundational research with practical applications to develop and bring to scale new energy materials and technologies that lower energy costs, drive economic growth, and deliver abundant and reliable energy. NLR is subject to Department of Energy (DOE) access restrictions. All candidates must be authorized to access the facility per DOE rules and guidance within a reasonable time frame for the specified position in order to be considered for an interview and for hiring. DOE rules for site access during the interview process depend on whether the candidate is interviewed on-site, off-site, or via telephone or videoconference. 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. Additionally, DOE contractor employees are prohibited from participating in certain Foreign Government Talent Recruitment Programs (FGTRPs). If a candidate is currently participating in an FGTRP, they will be required to disclose their participation after receiving an offer of employment and may be required to disengage from participation in the FGTRP prior to commencing employment. Any offer of employment is conditional on the ability to obtain work authorization and to be granted access to NLR by the Department of Energy (DOE).

Drug Free Workplace

NLR is committed to maintaining a drug-free workplace in accordance with 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.