A full-time IT Technical Support Specialist II - Service Desk position is available in Information Technology reporting to the IT Service Desk Supervisor.  Responsibilities include triaging and diagnosing phone, email and walk-in technical issues in a fast paced highly technical environment.  The Laboratory’s IT Service Desk model is different from traditional “helpdesk' models in that it possesses skilled, knowledgeable staff with the tools and access needed to resolve most issues and requests remotely, on first contact.  These duties require frequent interaction with all areas of IT as well as with the entire institution, and involve interaction with a broad range of technologies and systems.  The successful incumbent will maintain and improve the document repository associated with operations procedures. 

Successful candidates should have great multitasking capabilities, as well as problem solving skills, and the ability to implement a solution others haven’t before.  A BS in Computer Science and experience with remotely troubleshooting Windows, MAC and Linux in mission-critical enterprise environments supporting hundreds of desktops and users as part of a technical support team is preferred.

Candidates should have a minimum of 4 years experience in computer support/administration at the enterprise level with excellent customer service, communication, and organizational skills.  

Familiarity with ITIL or similar industry best practices is a plus.