IT Technologist

Oak Ridge National Laboratory; Oak Ridge (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

Oak Ridge National Laboratory (ORNL) is seeking an IT Technologist to provide end-user support across Windows, macOS, Linux, and mobile devices in the Client and Service Management group. You will handle incidents, problems and requests and serve as a main contact for ORNL IT services.

You will configure, troubleshoot, and modify computing systems, create documentation, and train new staff. Strong communication and remote/ deskside support skills are essential.

Qualifications

• AS degree in technology or a related field with 2–3 years of experience or equivalent education/experience.
• In-depth knowledge and demonstrated support ability for Macintosh and Windows in an enterprise environment.
• Experience providing white glove support for executive staff and helpdesk/field support.

Responsibilities

• Provide end user support on Windows, Macintosh, Linux and mobile devices across ORNL.
• Answer and resolve contacts via phone, email or in person and explain solutions clearly.
• Configure, troubleshoot, and repair computing systems and software; maintain knowledge base.
• Deliver IT services including OS, email, backups, AD, app updates and vulnerability resolution.

Skills

Mac/Windows support

Helpdesk

Remote support

Deskside support

Communication

Education

AS degree in technology

Tools

ServiceNow ITIL

Elastic

SolarWinds

Visio

Project

Adobe

Cylance AV

Entrust

Job description

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We are hiring an IT Technologist who will contribute to end user support on over ten thousand Windows/Macintosh/Linux computers and mobile devices throughout ORNL. This position resides in the Client and Service Management group of the Digital Services Infrastructure & Operations division in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

The IT Technologist will work across a broad range of technologies including multiple areas of the business to address incidents, problems and requests. Responsibilities include answering and resolving contacts made to IT via phone, email, instant message, or in person and explaining solutions in technical and nontechnical terms. This position will also serve as a main point of contact for ORNL IT services and will deliver the full range of IT support services. These services include supporting: Operating systems; mobile devices (specifically iOS); E-Mail; Backup systems; Active Directory; software product updates; vulnerability resolution; and various support of other software products used on ORNL desktop systems. Responsibilities include configuring, troubleshooting, and modifying computing systems; resolving issues with operating systems and applications; proactively solving problems as part of a team; and training new IT staff on operations at ORNL.

Major Duties/Responsibilities:

Main focus is to provide user support and customer service and includes the following:

• Maintaining information technology systems and resources and the software products installed on these systems.
• Configuring, troubleshooting, modifying, and repairing computers and related equipment.
• Developing technical documentation and processes for both technical staff and end-users.
• Recommending the purchase of electronic equipment or related accessories.
• Providing technical guidance and direction to co-workers to solve intermediate and advanced level technical problems.
• Supporting all aspects of iOS and mobile devices (configuration, troubleshooting, special application uses, etc.)
• Resolving computer and technical problems using various means which are dependent on the situation (deskside visits, phone discussions, email, or by using remote tools).
• Performing other related duties as required.
• Contributing to Knowledge Base articles by authoring and/or editing.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.

Basic Qualifications:

• AS degree in technology or a similarly related field of study and 2-3 years of aligned experience is required for consideration. An overall combination of equivalent education and experience may be considered.
• In-depth knowledge and demonstrated support ability for Macintosh and Windows platforms in an enterprise environment.
• Experience providing white glove support for executive staff.
• Prior experience working helpdesk and field support.
• Ability to:
  • Identify and resolve technical issues working independently or as part of a team.
  • Communicate clearly to technical staff and end-users either in-person, over the phone, or in writing.
  • Handle constantly evolving tasks, ability to multitask effectively and to exercise patience and professionalism during stressful situations.
  • Work with minimal direct supervision.
  • Provide support to end users using remote support tools
  • Provide both remote and deskside support.
  • Advanced computer desktop and helpdesk support abilities.

Preferred Qualifications:

• A BS in a technology, science, business, or a related field of study and a minimum of 6 years directly related experience.
• Advanced analytical and problem-solving skills including the ability to visualize a problem or situation and think abstractly to solve it.
• A friendly, helpful demeanor with strong interpersonal skills and a collaborative approach.
• Share knowledge and mentor less-experienced personnel.
• Experience diagnosing network issues.Experience working in an ITIL environment.
• Knowledge of the ServiceNow ITIL management system.
• Knowledge and experience working with ORNL-supported software: Microsoft products (Visio, Project); Adobe; Cylance AV; Entrust; etc.).
• Solid grasp and experience with software used for issue and problem identification (Elastic and/orSolarWinds).
• Ability to provide basic to intermediate support for Linux operating systems, specifically RedHat.
• Familiarity and knowledge of ORNL networking systems.
• In-depth knowledge in ORNL’s computing environment.

Special Requirements:

• Visa sponsorship is not available for this position.
• For employment at Oak Ridge National Laboratory (ORNL), a Real ID compliant form of identification will be required. Additionally, ORNL 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 mandated by Homeland Security Presidential Directive 12 (HSPD-12) and Department of Energy (DOE) Order 473.1A, which requires a favorable post-employment background investigation.
• To obtain this credential, new employees must successfully complete and pass a Federal Tier 1 background check investigation. This investigation includes a declaration of illegal drug activities, including use, supply, possession, or manufacture within the last year. This includes marijuana and cannabis derivatives, which are still considered illegal under federal law, regardless of state laws.

About ORNL:

As a U.S. Department of Energy (DOE) Office of Science national laboratory, ORNL has an impressive 80-year legacy of addressing the nation’s most pressing challenges. Our team is made up of over 7,000 dedicated and innovative individuals! Our goal is to create an environment where a variety of perspectives and backgrounds are valued, ensuring ORNL is known as a top choice for employment. These principles are essential for supporting our broader mission to drive scientific breakthroughs and translate them into solutions for energy, environmental, and security challenges facing the nation.

ORNL offers competitive pay and benefits programs to attract and retain individuals who demonstrate exceptional work behaviors. The laboratory provides a range of employee benefits, including medical and retirement plans and flexible work hours, to support the well-being of you and your family. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also available for added convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.