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Information Technology
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IC-Information Technology
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94441 Requisition #

Lawrence Berkeley National Lab’s (LBNL) Information Technology Division has an opening for a Help Desk Specialist to join the team.

As a member of the IT Division Help Desk, you will directly support the Scientific and Operational missions of Lawrence Berkeley National Lab, providing technical assistance by phone and remote support tools. The Help Desk is the primary means of interacting with IT Services for most employees, and engages on a daily basis with staff from a wide range of scientific disciplines, from students to Nobel prize winners. The Help Desk works with members of all IT groups, and must be familiar with an extremely broad range of services and technologies.

Under the supervision of the IT Support Services Group Lead, and with guidance from the Help Desk Team Lead, you will process support requests that come in through the ServiceNow ticketing platform, email, and the automated call distribution (ACD) system. You will provide Tier 1 support, performing initial triage of all incoming requests, and will attempt to resolve a significant majority. They will escalate more complex issues to Tier II support groups, and provide ongoing customer support as needed.

You will provide basic troubleshooting for a variety of operating systems, including Mac, Windows, ChromeOS and iOS, software, printing environments, and Video Conferencing and Streaming solutions. This critical role will support our core infrastructure software, including enterprise business systems, office applications, gSuite email and calendar, as well as network file and print services. You will contribute to the development and maintenance of a knowledge base for lab-specific problems and procedures, and will assist in a variety of projects, performing customer outreach, scheduling, and technical contributions.

 

What You Will Do:

  • Provide support for institutional services including network file and print services, the Google Apps environment (mail, calendar, drive, sites, etc.) and marketplace applications.
  • Assist with account management for Windows Active Directory and the Enterprise Directory (LDAP) including password resets, account creation and account termination. Primary contact for CalNet ID requests.
  • Provide support for standard Lab office software products (MS Office, gSuite, Adobe Products).
  • Provide support for cyber security procedures (isolation and blocking of vulnerable computers), and tools (workstation firewalls, antivirus products, anti-spyware tools).
  • Install, configure, and troubleshoot problems involving VPN, Windows Remote Desktop, and VNC for local and remote use.
  • Provide initial troubleshooting of Mac and PC hardware and operating system problems.
  • Provide initial troubleshooting for mobile devices, including Android and Apple iOS.
  • Provide initial troubleshooting for network connectivity problems (local and remote access).
  • Provide initial troubleshooting for Audio Visual and Video Conferencing systems.
  • Ticket management (creating, progressing, assigning, and closing).
  • Document new Help Desk processes and participate in peer group technical data exchange.

 

What is Required:

  • Bachelor’s degree in computer science or equivalent experience in the field.
  • One to three years experience providing a range of support services to PC and Mac users.
  • Strong written, oral and interpersonal communication skills.
  • Fluency with common office productivity applications (spreadsheets, databases, graphics, word processing, presentation software, email clients, electronic calendaring clients, web browsers).
  • Experience with standard desktop operating systems, including Windows and Mac OS.
  • Experience with iOS and Android mobile devices.
  • Experience with major third party software products that perform utility services, disk management, and security functions such as virus detection and elimination.
  • Knowledge of windows domain concepts (Active Directory, OU management, authentication and authorization).
  • Knowledge of TCP/IP networking protocols and ability to troubleshoot network problems.
  • Experience with the Google Applications Suite for Enterprise Customers.
  • Experience with Google Applications Suite third party applications such as Smartsheet, Lucidchart.
  • Experience with video conferencing systems such as Zoom and Google Hangouts.
  • Familiarity with remote access systems and protocols (VPN, RDP, VNC, SSH).
  • Demonstrated ability to convey technical information through well-written and concise documentation.
  • Previous experience in a high volume Help Desk environment and trouble ticket systems such as Service-Now.
  • A certification in one or more of the following: MCSA, CCNA, MAC Software/Hardware or equivalent education and experience.

 

Notes:

  • This is a full time 1 year term appointment with the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.
  • 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.
  • This position has the option of working remotely, but limited to individuals residing in the United States.

 

Based on University of California Policy - SARS-CoV-2 (COVID-19) Vaccination Program and U.S Federal Government requirements, Berkeley Lab requires that all members of our community obtain the COVID-19 vaccine as soon as they are eligible. As a condition of employment at Berkeley Lab, all Covered Individuals must Participate in the COVID-19 Vaccination Program by providing proof of Full Vaccination or submitting a request for Exception or Deferral. Visit covid.lbl.gov for more information.

Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab's mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

Equal Opportunity and IDEA Information Links:

Know your rights, click here for the supplement: Equal Employment Opportunity is the Law and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.  

 

 

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Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments.

Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab’s mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

Equal Opportunity and IDEA Information Links:
Know your rights, click here for the supplement: "Equal Employment Opportunity is the Law." and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.

 

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The Lawrence Berkeley National Laboratory provides accommodation to otherwise qualified internal and external applicants who are disabled or become disabled and need assistance with the application process. Internal and external applicants that need such assistance may contact the Lawrence Berkeley National Laboratory to request accommodation by telephone at 510-486-7635, by email to eeoaa@lbl.gov or by U.S. mail at EEO/AA Office, One Cyclotron Road, MS90R-2121, Berkeley, CA 94720. These methods of contact have been put in place ONLY to be used by those internal and external applicants requesting accommodation.