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IT Technologist

Date: Jan 17, 2023

Location: Oak Ridge, TN, US, 37830

Company: Oak Ridge National Laboratory

Requisition Id 9879 

Overview: 

The Client and Service Management Group in the Information Technology Services Division (ITSD) at the Oak Ridge National Laboratory (ORNL) is seeking qualified applicants for the position of an IT Technologist. This position will contribute to end user support on over 10,000+ Windows/Macintosh/Linux computers, and mobile devices throughout 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 primary 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. Activities includes; configuring, troubleshooting, modifying computing systems; problem resolution for operating systems and applications; engaging in proactive problem-solving as part of a team; and training of new staff on IT operations at ORNL. 

 

Major Duties/Responsibilities: 

Primary responsibility 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. 

 

Basic Qualifications:

  • Associates degree and a minimum of 5 years’ directly related experience. An equivalent combination of education an experience may be considered.
  • 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. 
  • Friendly presence and helpful attitude, excellent interpersonal skills, and ability to work well with others. 
  • Ability to identify and resolve technical issues working independently or as part of a team. 
  • Ability to communicate clearly to technical staff and end-users either in-person, over the phone, or in writing. 

 

Preferred Qualifications:

  • Bachelor’s degree and a minimum of 6 years directly related experience 
  • Experience troubleshooting 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.) 
  • Working knowledge 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:

It is required of this position the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse program (WSAP) testing designed position which requires passing a pre-placement drug test and participation in an ongoing random drug testing program in which employees are subject to being randomly selected for testing. 

 

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.


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