User Support Specialist

Oak Ridge National Laboratory; Oak Ridge (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Prescription Drug Plan

Dental Plan

Vision Plan

401(k) Retirement Plan

Life Insurance

Disability Benefits

Generous Vacation and Holidays

Parental Leave

Identity Theft Protection

Employee Assistance Plan

Flexible Spending Accounts

Health Savings Accounts

Wellness Programs

Educational Assistance

Relocation Assistance

Employee Discounts

Job summary

Oak Ridge National Laboratory (ORNL) is seeking a Windows User Support Specialist to focus on Level 1 and Level 2 desktop support and Windows systems administration. The role sits in the Support Services & Isolated Environments Group within the Research Computing Services Division, IT Services Directorate.

The candidate will install and maintain Windows desktops, participate in virtualization activities, ensure secure operations per ORNL procedures, and collaborate with technicians to

Qualifications

• BS in computer science, IT, information systems, business, or related field; 5–7 years of experience or equivalent
• Active DOE Q or Top Secret clearance required
• Experience with Helpdesk ticketing systems and metrics
• Experience with various Windows Operating Systems
• Experience managing a virtualized environment including tuning and maintenance
• General experience with the Windows Server Platform
• Basic understanding of network communication and troubleshooting

Responsibilities

• Provide Tier 1 and Tier 2 desktop support paired with basic Windows systems administration.
• Install, configure, and maintain Windows desktops (thin and thick clients) and virtualization.
• Ensure secure operation following ORNL procedures and cybersecurity best practices.
• Work with technicians to resolve hardware and software issues.
• Monitor system performance and health of Windows environments.
• Install and configure software, both commercial and specialty packages.
• Maintain documentation on builds, installs, and software/hardware inventories.
• Align work with ORNL values and promote a respectful workplace.

Skills

Helpdesk experience

Troubleshooting

Customer service

Documentation

Education

Bachelor's degree in computer science, information technology, information systems, business, or related field

Tools

VMware

Helpdesk ticketing system

Windows OS

Windows Server

Job description

Active DOE Q or active Top Secret clearance is required for consideration.

We are hiring a Windows User Support Specialist to focus on Level 1 and Level 2 desktop support and Windows systems administration! This position is in the Support Services & Isolated Environments Group in the Research Computing Services Division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

Major Duties/Responsibilities:

• Provide Tier 1 and Tier 2 Desktop Support paired with basic Windows Systems Administration.
• Install, configure, and maintain Windows desktop systems both thin and thick clients, Storage, and familiarity with VMWare thin client deployments.
• Ensure the secure and effective operation of computing systems through compliance with ORNL classified procedures, IT Internal Operating Procedures, and Cyber Security best techniques.
• Work with other technicians to resolve hardware and software issues.
• Monitor system performance.
• Install and configure software, both commercial packages and various specialty packages.
• Maintain documentation/notes on software and hardware builds and installs.
• 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:

• A BS in computer science, information technology, information systems, business, or a related field of study and five (5) to seven (7) years of a proven ability is required for consideration. An overall combination of equivalent experience may be considered.
• Active DOE Q or active Top Secret clearance is required for consideration.
• Experience with Helpdesk ticketing systems and metrics tracking.
• Experience with various Windows Operating Systems.
• Experience managing a virtualized environment including tuning and maintenance.
• General experience with the Windows Server Platform.
• Basic understanding of network communication and proven troubleshooting techniques.

Preferred Qualifications:

• Strength in documenting work, policies, and procedures.
• Solid understanding of multiple current operating systems.
• Demonstrated ability to perform job tasks while considering cyber security risk of those tasks and collaborating with security professionals when necessary.
• Ability to work in both a group and alone on various projects.
• Excellent interpersonal skills suitable for user support and ability to work well with peers.

Special Requirements:

• Visa sponsorship is not available for this position.
• This position requires the ability to obtain and maintain clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.

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
• 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.

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. UT-Battelle is an E-Verify employer.