Systems Support Technician

Battelle; West Jefferson (OH); Hybrid; USD 55,000 - 78,000; Full time

Benefits offered by this job

Compressed work schedule

Hybrid work model

Paid time off

401(k) retirement plan

Tuition assistance

Medical, dental, and vision coverage

Wellness incentives

Job summary

Battelle, based at the West Jefferson, Ohio campus with operations also at our Columbus, Ohio headquarters, is seeking a System Support Specialist II to manage system administration for business systems and mentor tier one and junior tier two staff.

You will develop documentation, improve support processes, and analyze root causes to prevent recurring issues while delivering exceptional customer support and ensuring reliable IT operations.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Four years of IT support/administration experience; Relevant certifications (CompTIA A+, Network+) preferred.

Responsibilities

• Respond to user inquiries and provide technical support via phone, Teams, email, or in-person.
• Diagnose and resolve hardware, software, and network issues (PCs, mobile devices, VPN).
• Assist with setup and deployment of new enterprise systems.
• Provide advanced tier two support for hardware, software, and network issues.
• Develop and maintain technical documentation and SOPs.
• Provide training for tier one and junior tier two staff.
• Generate metrics to identify incident trends and opportunities for improvement.

Skills

Communication

Leadership

Interpersonal skills

Analytical thinking

Problem solving

Education

CompTIA A+

Network+

Bachelor’s degree in Information Technology/Computer Science

Tools

None

Job description

Battelle delivers when others can’t. We conduct research and development, manage national laboratories, design and manufacture products and deliver critical services for our clients—whether they are a multi-national corporation, a small start-up or a government agency.

We recognize and appreciate the value and contributions of individuals from a wide range of backgrounds and experiences and welcome all qualified individuals to apply.

Job Summary

The System Support Specialist II is responsible for performing system administration for assigned business systems and conducting root cause analysis for recurring issues. This role involves developing and maintaining technical documentation and standard operating procedures, as well as providing training and mentorship to tier one and junior tier two support staff. The specialist will ensure the efficient operation of business systems and contribute to the continuous improvement of support processes. The ideal candidate will have strong problem-solving, critical thinking skills and a customer-focused approach to support.

This role is based at our West Jefferson, Ohio campus and will also work at our Corporate Headquarters in Columbus, Ohio.

Responsibilities

• Respond to user inquiries and provide technical support via phone, teams, email, or in-person ensuring a positive customer support experience. Diagnose and resolve advanced hardware (e.g., PCs, mobile devices, desktop phones), software (e.g., business applications, desktop software), and network issues (e.g., wired, wireless, VPN).
• Assist with the setup and deployment of new enterprise systems.
• Provides advanced tier two support for hardware, software, and network issues.
• Perform system administration tasks for assigned business systems.
• Assist with root cause analysis for recurring issues and implement preventive measures.
• Develop and maintain technical documentation and standard operating procedures.
• Provide training for tier one and junior tier two support staff.
• Generate metrics to identify incident trends and opportunities for improvement.
• Maintain accurate records of issues and resolutions in the IT Service Management system.

Key Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field and CompTIA A+, Network+, or other related certifications; Four years of experience as an IT support technician or IT administrator, or an equivalent combination of education, certification, and/or experience
• Power Skills: Excellent communication, leadership, and interpersonal skills. Strong analytical and problem-solving abilities.

Compensation Data

Battelle is committed to fair and equitable compensation practices. The salary range for this role is $54,500 - $77,600 per year, in addition to our comprehensive benefits package. A candidate’s salary is determined by various factors, including but not limited to education, relevant work experience, skills, and certifications. Salary ranges may vary based on geographic location and market conditions.

Benefits: Live an Extraordinary Life

We care about your well-being, not just on the job. Battelle offers comprehensive and competitive benefits to help you live your best life.

• Balance life through a compressed work schedule: Most of our team follows a flexible, compressed work schedule that allows for every other Friday off—giving you a dedicated day to accomplish things in your personal life without using vacation time.
• Enjoy enhanced work flexibility, including a hybrid arrangement: You have options for where and when you work. Our Together with Flexibility model allows you to work 60% in-office and 40% remote, with Monday and Tuesday as common in-office days, dependent on team and position needs.
• Take time to recharge: You get paid time off to support work-life balance and keep motivated.
• Prioritize wellness: Stay healthy with medical, dental, and vision coverage with wellness incentives and benefits plus a variety of optional supplemental benefits.
• Better together: Coverage for partners, gender-affirming care and health support, and family formation support.
• Build your financial future: Build financial stability with an industry-leading 401(k) retirement savings plan. For most employees, we put in 5 percent whether you contribute or not, and match your contributions on top of that.
• Advance your education: Tuition assistance is available to pursue higher education.

A Work Environment Where You Succeed

For brilliant minds in science, technology, engineering and business operations, Battelle is the place to do the greatest good by solving humanity’s most pressing challenges and creating a safer, healthier and more secure world.

• Apply your talent to challenging and meaningful projects
• Receive select funding to pursue ideas in scientific and technological discovery
• Partner with world-class experts in a collaborative environment
• Nurture and develop the next generation of scientific leaders
• Give back to and improve our communities

Vaccinations & Safety Protocols

Battelle may require employees, based on job duties, work location, and/or its clients’ requirements to follow certain safety protocols and to be vaccinated against a variety of viruses, bacteria, and diseases as a condition of employment and continued employment and to provide documentation that they are fully vaccinated. If applicable, Battelle will provide reasonable accommodations based on a qualified disability or medical condition through the Americans with Disabilities Act or the Rehabilitation Act or for a sincerely held religious belief under Title VII of the Civil Rights Act of 1964 (and related state laws).

Battelle is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Battelle.

No statement herein is intended to imply any authorities to commit Battelle unless special written permission is granted by Battelle's Legal Department.

For more information about our other openings, please visit www.battelle.org/careers