IT Technologist

Requisition Id 14067 

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

Overview:

We are hiring an IT Technologist who will contribute to end user support on over ten thousand Windows/Macintosh/Linux computers and mobile devices throughout ORNL. This position resides in the Client and Service Management group of the Digital Services Infrastructure & Operations division in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

The IT Technologist will work across a broad range of technologies including multiple areas of the business to address incidents, problems and requests. Responsibilities include answering and resolving contacts made to IT via phone, email, instant message, or in person and explaining solutions in technical and nontechnical terms. This position will also serve as a main point of contact for ORNL IT services and will deliver the full range of IT support 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. Responsibilities include configuring, troubleshooting, and modifying computing systems; resolving issues with operating systems and applications; proactively solving problems as part of a team; and training new IT staff on operations at ORNL.

Major Duties/Responsibilities: 

 Main focus is to provide user support and customer service and includes the following: 

• Maintaining information technology systems and resources and the software products installed on these systems. 
• Configuring, troubleshooting, modifying, and repairing computers and related equipment. 
• Providing problem resolution for software errors. 
• Supporting ORNL’s executive staff. 
• Developing technical documentation and processes for both technical staff and end-users. 
• Recommending the purchase of electronic equipment or related accessories. 
• Providing technical guidance and direction to co-workers to solve intermediate and advanced level technical problems. 
• Supporting all aspects of iOS and mobile devices (configuration, troubleshooting, special application uses, etc.) 
• Resolving computer and technical problems using various means which are dependent on the situation (deskside visits, phone discussions, email, or by using remote tools). 
• Performing other related duties as required. 
• Contributing to Knowledge Base articles by authoring and/or editing. 
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote diversity, equity, inclusion, and accessibility by fostering a respectful workplace – in how we treat one another, work together, and measure success.

Basic Qualifications:

• An Associate in technology or a similarly relataed field of study and five (5) to seven (7) years of aligned experience is required for consideration.
• In-depth knowledge and demonstrated support ability for Macintosh and Windows platforms in an enterprise environment. 
• Experience providing white glove support for executive staff. 
• Prior experience working helpdesk and field support. 
• Advanced analytical and problem-solving skills including the ability to visualize a problem or situation and think abstractly to solve it. 
• A friendly, helpful demeanor with strong interpersonal skills and a collaborative approach.
• Share knowledge and mentor less-experienced personnel.
• Ability to:
  • Identify and resolve technical issues working independently or as part of a team.
  • Communicate clearly to technical staff and end-users either in-person, over the phone, or in writing.
  • Handle constantly evolving tasks, ability to multitask effectively and to exercise patience and professionalism during stressful situations.
  • Work with minimal direct supervision.
  • Provide support to end users using remote support tools
  • Provide support remotely and deskside.
  • Advanced computer desktop and helpdesk support abilities.

Preferred Qualifications:

• A BS in a technology, science, business, or a related field of study and a minimum of 6 years directly related experience. 
• Experience diagnosing network issues. 
• Experience working in an ITIL environment. 
• Knowledge of the ServiceNow ITIL management system. 

• Knowledge and experience working with ORNL-supported software: Microsoft products (Visio, Project); Adobe; Cylance AV; Entrust; etc.).
• Solid grasp and experience with software used for issue and problem identification (Elastic and/or SolarWinds). 
• Ability to provide basic to intermediate support for Linux operating systems, specifically RedHat. 
• Familiarity and knowledge of ORNL networking systems. 
• In-depth knowledge in ORNL’s computing environment. 

Special Requirements:  

• Visa sponsorship is not available for this position.  

Benefits at ORNL:

 ORNL offers competitive pay and benefits programs to attract and retain dedicated people. The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

Having difficulty using the online application system or need an accommodation to apply due to a disability? Please email: ORNLRecruiting@ornl.gov

This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email ORNLRecruiting@ornl.gov.

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.