Workstation Support Technician

Lawrence Berkeley National Laboratory - San Francisco Bay Area, CA4.2

Berkeley Lab’s Information Technology (IT) Division has an opening for a Workstation Support Technician. In this role, you will help users resolve issues by troubleshooting problems, identifying appropriate solutions, and implementing solutions in accordance with established procedures and best practices. This position will fulfill standard service requests, such as imaging and deploying workstations, installing and configuring software, and selecting and procuring equipment. This role will support a broad range of technologies, including desktop and laptop hardware, Windows, Mac and Linux operating systems and applications, audio-visual and videoconferencing systems, and wired and wireless networks.

This is a highly-visible, internal customer-facing role, requiring excellent verbal and written communication skills. Success will depend on building and maintaining strong relationships within the service team and broader Lab community.

What You Will Do:
Image, configure and install hardware, including desktops, laptops, printers, scanners, tablets and smartphones.

Work with customers to identify, troubleshoot, and resolve problems and issues of a moderate scope dealing with computers, software, operating systems, and peripherals.

Manage and execute small projects, such as software evaluations and implementations and infrastructure assessment, procurement and deployment including planning and scheduling, status updates, customer communication, and quality control.

Manage customer success including monitoring and reporting on the progress of assigned tasks.

Write, review, and update knowledge-based articles, procedures, and technical documentation.

Provide A/V support, including checking equipment, setting up meetings, and training users in the use of A/V and video conferencing systems.

Maintain complete and accurate records of all customer activity in the ServiceNow ticketing system.

Maintain accurate and complete records of time spent, and ensuring that customers are billed correctly.

Provide end-user training for supported technologies.

Participate and contribute in group meetings, technical discussions, and process reviews.

Review developing technology trends, and evaluate and provide recommendations on new equipment and applications.

What is Required:
An Associate’s or Bachelor’s Degree or equivalent experience and a minimum of 1-year experience in a professional IT environment.

Experience managing and troubleshooting operating systems including Windows, MacOS, iOS, and Android.

Experience managing and troubleshooting workstation and mobile systems, printers, and related peripherals and equipment.

Knowledge and troubleshooting experience with TCP/IP networking protocols (wired and wireless) and other equipment standards such as USB, SATA, RAID, PCIe.

Working knowledge of Microsoft Active Directory, including Group Policy Objects, organizational hierarchies, security and authentication, and account management.

Working knowledge of remote access hardware and communication protocols (VPN, SSH, VNC, RDP)

Knowledge and troubleshooting experience with MS Office, Google Apps, or other productivity suites.

Familiarity with system maintenance and management tools, including disk management, BIOS, RAID tools.

One or more technical certification, such as CompTIA A+, Microsoft MCSE, Dell or Apple technician, and Cisco CCNA, or equivalent education and experience.

Exceptional customer service, interpersonal, written, and oral communication skills with a demonstrated ability to clearly convey technical information through well-written and concise documentation.

Excellent organization and time management skills.

Ability to lift and move equipment weighing up to 25 pounds.

The posting shall remain open until the position is filled, however for full consideration, please apply by close of business on November 21, 2018.

This is a full time, M-F, non-exempt from overtime pay (hourly paid), 1 year, Term appointment. This position has the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.

Salary is commensurate with experience.

This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.

Work will be primarily performed at Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA.

Learn About Us:
Berkeley Lab (LBNL) addresses the world’s most urgent scientific challenges by advancing sustainable energy, protecting human health, creating new materials, and revealing the origin and fate of the universe. Founded in 1931, Berkeley Lab’s scientific expertise has been recognized with 13 Nobel prizes. The University of California manages Berkeley Lab for the U.S. Department of Energy’s Office of Science.

Working at Berkeley Lab has many rewards including a competitive compensation program, excellent health and welfare programs, a retirement program that is second to none, and outstanding development opportunities. To view information about the many rewards that are offered at Berkeley Lab- Click Here.

Equal Employment Opportunity: Berkeley Lab is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. Berkeley Lab is in compliance with the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4. Click here to view the poster and supplement: "Equal Employment Opportunity is the Law."