Associate IT Support Specialist

Requisition Id 14461 

 

We are only able to consider Lawful Permanent Residents (US citizens and Green Card holders) at this time for this position.

 

Overview: 

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.   

 

The Client Support and Engineering Services Group in the Digital Services Infrastructure and Operations Support Division at the Oak Ridge National Laboratory (ORNL) is hiring an IT Support Specialist! In this role, you’ll provide end user support for over ten thousand Windows/Macintosh/Linux computers and mobile devices throughout ORNL.

 

We support ORNL’s executive staff encountering tier two computing issues. You will participate in the analysis, design, maintenance, and documentation of intermediate level information technology services for Windows and Macintosh computers throughout ORNL. Additionally, you’d lead IT technical programs impacting all ORNL staff including working across a broad variety of technology areas in an ITIL environment addressing incidents, problems, changes, and requests.

Responsibilities include resolving or addressing incidents or requests and serving as one of the main points of contacts for ORNL IT 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.

 

Major Duties/Responsibilities:  

• Respond to medium-scale technical issues without supervision, including, but not limited to, areas covering incident responses; networked computing systems; and computing instrument integration to scientific/research devices.
• Provide specialized services like the design of information technology computer needs for staff.
• Test and verify intermediate-level technology-based procedures and processes.
• Help plan, coordinate, manage, and maintain intermediate-sized projects under minimal direction or while serving as a project lead.
• Research new technologies and train on them as needed.
• Support all aspects of mobile device related issues.
• Additional assignments may also be given.
• 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 degree in computer science, computer engineering, information technology, information systems, science, engineering, business, or a related discipline and a minimum of two (2) to four (4) years of aligned professional experience is required for consideration.
• Proven knowledge and experience supporting both Macintosh and Windows platforms in an enterprise environment.
• Experience providing white glove support for executive staff.

 

Preferred Qualifications: 

• Being able to visualize a problem or situation and to resolve it abstractly.
• In-depth knowle