Posting Title

Service Desk Technician - Specialist III

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Location

CO - Golden

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Position Type

Regular

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Hours Per Week

40

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Working at NREL

The National Renewable Energy Laboratory (NREL), located at the foothills of the Rocky Mountains in Golden, Colorado is the nation's primary laboratory for research and development of renewable energy and energy efficiency technologies.

From day one at NREL, you’ll connect with coworkers driven by the same mission to save the planet. By joining an organization that values a supportive, inclusive, and flexible work environment, you’ll have the opportunity to engage through our ten employee resource groups, numerous employee-driven clubs, and learning and professional development classes.

NREL supports inclusive, diverse, and unbiased hiring practices that promote creativity and innovation. By collaborating with organizations that focus on diverse talent pools, reaching out to underrepresented demographics, and providing an inclusive application and interview process, our Talent Acquisition team aims to hear all voices equally. We strive to attract a highly diverse workforce and create a culture where every employee feels welcomed and respected and they can be their authentic selves.

Our planet needs us! Learn about NREL’s critical objectives, and see how NREL is focused on saving the planet.

We invite all interested candidates to apply for this opportunity. While we recognize that job seekers may hesitate if they don’t meet every requirement, we encourage dedicated individuals who meet all the basic and additional required qualifications of the role to submit an application. We value the opportunity to consider those who believe they have the necessary skills and ambition to succeed at NREL.

Job Description

The NREL Service Desk is the first point of contact across our laboratory for IT troubleshooting and request fulfillment. Our team handles client intake via phone calls, self-service tickets, walk-ups, and chats via our ticketing system. We troubleshoot and remediate technical issues and fulfill requests on Windows, macOS, and iOS platforms in a Windows enterprise environment. A solid understanding of endpoint encryption, Mobile Device Management (MDM), Multifactor Authentication (MFA), remote system access, account administration, and strong interpersonal skills are key competencies of our team. We are a highly collaborative team of technicians who work both independently as individual technicians and often as a group to solve complex IT issues. Strong communication skills, a desire to learn every day, and a willingness to adapt to a changing IT landscape are a must. We are growing as a laboratory and as a team, so adaptation and initiative help us thrive on that journey.

NREL's Information Technology Services (ITS) operates on a tiered level of service. By providing high quality technical support, this professional technician will resolve issues when possible, escalate issues to other support groups, document customer problems, communicate service information to users, and record actions using ticketing system to ensure a timely resolution.

Duties Shall Include:

• Afterhourssupportonarotatingschedule

• CollaboratewiththeITAssetManagementteamtosupportsoftwarelicensecompliance

• Contribute toandmaintainacomprehensiveknowledgebaseofwrittentechnical,FAQ,andhow-to documentationfordepartmentalandusers/client consumption

• Delivertrainingtoenduserswithvaryingskilllevelsonuseofequipment, and services while advocating for our standard services as the first option

• Support,maintain,repairandupgradedesktops,laptops,printersandmobiledevices(smartphonesandtablets)

• Install,upgrade,supportandtroubleshootMicrosoft,AppleandLinuxoperatingsystemsandauthorizeddesktopapplications

• Rundiagnosticteststoisolatenetworkproblemsandmakerecommendationsforpotentialsolutions

• Supportequipmentrelocationstoincludepickupanddeliveryofcomputerequipment

• Supportcybersecurityprocessesincludingvirusremediation,dataencryption,cyberexceptions, and data access requests

• Support IT Asset Lifecycle Management processes, including excess (surplus) computer processing and our reutilization program

• Respondtoerrormessages,equipmentfailuresandotherconcernsfromusers and system owners

• Ensuresystemsremainoperationalduringbusinesshours

• Triage and escalate any system or services outage reports while leveraging our Incident Management processes

• Initialize,troubleshoot,andmaintainmultifactorauthenticationdevices/accountsandeducateclients/usersasneeded

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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

• Excellentmulti-taskingskills;prioritizesandperformsavarietyofconcurrenttaskswithminimaldirection

• Dual-platformexperienceincludingWindows10/11,macOSand iOSoperatingsystems

• StandardMicrosoft365SoftwareSuite(PC&Mac),Outlook,Teams,OneDrive;AdobeAcrobatDC;email and hard drive encryption

• Hardwaretroubleshooting,diagnostics,andproblemremediation

• ProficientknowledgeofremotesupporttoolssuchasIvanti/LANDesk,AppleRemoteDesktop,RemoteDesktopConnection,MicrosoftTeams,etc.

• ActiveDirectoryadministration,YubiKey,RSASecurID,Pulse Secure or Global ProtectVPN,CheckPointFDE,FileVault2,andBitlocker

• WorkingknowledgeofWindowsServerandActiveDirectoryenvironments

• JuniperSSLVPNmultifactorauthentication

• Workingknowledgeofclientserviceforover4,200scientificandexecutiveprofessionals,researchersandadministrativestaff

• Abletoworkandcommunicateeffectivelywithpeopleatalllevelsofanorganization

• Verystrongorganizationalandprioritizingskills

• Demonstratedabilitytoworkprofessionallyaspartofateamanddirectlywithusers

• Proactiveapproachtocustomerservice, demonstration of initiative and professional responsibility

• Experiencesettingup,supporting,andadministeringMicrosoftTeams,Zoom,andWebExwebconferencingservices

• ProficientexperiencewithOffice365,MicrosoftAuthenticator,andMulti-FactorAuthentication (MFA)

• ExperienceworkingunderUSGovernmentoversite and adherence to auditable processes

Preferred Qualifications

Support experience with the following A/V technologies:

• GoToMeeting, WebEx, MyMeetings, Teams and other virtual meeting applications

• Flat-panel displays and their installation and maintenance methods

• Wired and wireless microphones and systems

• Recent and current Windows, Mac and iOS platforms and their AV capabilities and standards

• Understanding of IP and ISDN network connectivity and associated technologies

• A/V cabling standards (component, VGA, DVI, HDMI), distribution/conversion equipment and installation methodology

• Familiarity with ServiceNow IT service management system

• Networking, Cyber, systems administration experience, Active Directory Administration, technical certifications

Strong interpersonal and communications skills in a customer service environment. Knowledge of account administration and operational knowledge of Windows and Macintosh operating systems. Ability to learn new skills and adapt to a changing IT workplace.

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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: $49,100 - $78,600

NREL 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

Benefits include 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; and tuition reimbursement. NREL 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

NREL 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

NREL 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 NREL, 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.

Submission Guidelines

Please note that in order to be considered an applicant for any position at NREL you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

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EEO Policy

NREL is an Equal Opportunity/Affirmative Action 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.

EEO is the Law (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) | Pay Transparency Nondiscrimination (https://www.dol.gov/ofccp/pdf/pay-transp_English_unformattedESQA508c.pdf) | Reasonable Accommodations (http://www.nrel.gov/careers/employment-policies.html)

E -Verify www.dhs.gov/E-Verify For information about right to work, click here (http://www.justice.gov/sites/default/files/crt/legacy/2013/08/13/FinalOSCPosterEN08_01_2013.pdf) for English or here (http://www.justice.gov/crt/file/813271/download) for Spanish.

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.

The National Renewable Energy Laboratory (NREL) is a leader in the U.S. Department of Energy’s effort to secure an environmentally and economically sustainable energy future. With locations in Golden and Boulder, Colorado, and a satellite office in Washington, D.C., NREL is the primary laboratory for research, development, and deployment of renewable energy technologies in the United States.

NREL 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 NREL by the Department of Energy (DOE).

Drug Free Workplace

NREL 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 NREL, 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.

Please review the information on our Hiring Process (https://www.nrel.gov/careers/hiring-process.html) website before you create an account and apply for a job. We also hope you will learn more about NREL (https://www.nrel.gov/about/) , visit our Careers site (https://www.nrel.gov/careers/) , and continue to search for job opportunities (https://nrel.wd5.myworkdayjobs.com/NREL) at the lab.