IT Service Desk Technician

IT Service Desk Technician

We're looking for an IT Service Desk Technician to provide desktop, network technical support, and hybrid on-site support when needed, in a demanding and fast-paced environment for approximately 7,000 on and off-site employees, and collaborators, working under general supervision. You will provide support for a comprehensive range of complex IT services supported by the service desk including troubleshooting and resolving customer issues and requests, documenting all service calls and solutions, and researching and troubleshooting hardware and software related issues. This position is in the Information Technology Operations (ITO) Division within Computing and matrixed to the Livermore Information Technology (LivIT) Program.

This position offers a hybrid work schedule. On-site presence to meet business needs may be required at times.

This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

In this role you will:

• Provide (remote) technical assistance and support to the user community by answering calls, emails and self-service requests for Windows and Mac OS X operating systems and the core operating environment, including but not limited to Microsoft Office 365 Cloud, Cisco Unified Communications applications, Active Directory, Multifactor Authentication Services, remote access, and encryption software.
• Provide effective and efficient customer service and support with the ability to multi-task.
• Provide general technical guidance to the local and remote users in support of all IT services supported by the Service Desk.
• Create, document, escalate, and track concise tickets through ServiceNow.
• Write technical articles, solutions and how-to documentation for support and end users.
• Maintain appropriate technology, computer security, and safety training.
• Assist with testing and piloting new IT services and tools.
• Perform other duties as assigned.

Additional job responsibilities at the 525.3 Level:

• Provide advanced technical analysis and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
• Identify, analyze, and document trending issues that are affecting the Service Desk and report to the appropriate service providers and/or management, including scripting repetitive tasks to help improve call duration and wait times.
• Develop, modify, or utilize advanced work methods to support Windows, Mac OS X operating system and the core operating environment, Microsoft Office 365 Cloud and encryption tools including software.

Qualifications:

• Ability to secure and maintain a U.S. DOE Q-level security clearance which requires U.S. citizenship.
• Associate's degree in a Computer or Engineering related field or the equivalent combination of education, technical training and related experience.
• Experience working with customers, addressing issues, and managing customer concerns and requests over the phone and/or in person.
• Demonstrated proficiency and experience with the Windows and Macintosh Operating systems.
• Experience troubleshooting, analyzing, and resolving moderately complex IT problems with a focus on details to ensure follow-through to assure problems are resolved.
• Experience writing technical solutions and commercial knowledge base articles.
• Ability to achieve and maintain a high level of technical proficiency.
• Experience and knowledge of the skills needed for a customer support role to include a focus on listening, rapport-building, good written and verbal communication skills with the ability to communicate with individuals with all levels of technical and non-technical skill sets, friendly and approachable nature, and courtesy and patience.
• Strong active listening, typing, and documentation skills and specifically, the ability to type by touch.

Additional Qualifications at the 525.3 Level:

• Ability to identify and document trending and/or systemic issues and consider/propose resolutions to the responsible service providers.
• Advanced analytical and troubleshooting skills, attention to detail, and consistent resolution of IT problems.
• Ability to script repetitive tasks to help improve call duration and wait times.

Desired Qualifications:

• Experience using the ServiceNow (or similar) ticket management tool.
• Experience working at a service desk and/or call center.
• Experience supporting Unix or Linux.

Pay Range:

$43.55 - $53.36 Hourly at the 525.2 level

$52.23 - $63.97 Hourly at the 525.3 level