Desktop Systems Specialist

3 weeks ago

San Francisco, United States LBL Full time

Berkeley Lab's Information Technology Division is hiring a Desktop Systems Specialist.

This is a customer-facing role, requiring excellent spoken and written communication skills. Success will depend on building and maintaining strong relationships within the service team and the broader Lab community and effectively working under the guidance of senior technicians. In this role, you will assume responsibility for ensuring successful outcomes for any and all assigned work.

What You Will Do:

  • Help users resolve issues by troubleshooting problems of limited scope and resolving routine issues in accordance with established procedures and best practices under the guidance of senior technicians.
  • Perform all duties in accordance with the Lab's stewardship values.
  • Perform work as a team member sustaining a collaborative work environment.
  • Fulfill basic service requests, such as installing and configuring software.
  • Participate in customer-driven projects with senior team members leading.
  • Develop draft documentation for all systems and services they are responsible for and contribute to the organization's knowledge base as Knowledge Base Candidate with review by senior technicians.
  • Proactive in improving and documenting processes and best practices for all supported technologies.
  • Focus on learning a broad range of technologies supported by Workstation Support, including desktop and laptop hardware, Windows, MacOS, Linux, iOS, ChromeOS and Android operating systems and applications, audio-visual and videoconferencing systems, and wired and wireless networks.
  • Accurately and consistently record all work in ticketing and timecard systems.
In addition to above, at Level 1:
  • Image, configure and install hardware, including desktops, laptops, printers, scanners, tablets and smartphones.
  • Work with customers to identify, troubleshoot, and resolve issues and problems of moderate scope that deal with computers, software, operating systems, and peripherals.
  • Manage customer success, including monitoring and reporting on the progress of assigned tasks.
  • Write, review, and update knowledge base articles, procedures, and technical documentation.
  • Demonstrate effective cyber security practices.
  • Manage and execute small projects, such as software evaluations and implementations and infrastructure assessment, procurement and deployment. May include planning and scheduling, status updates, customer communication, and quality control.
  • Support day-to-day operations of IT programs, such as the Operations Desktop Support refresh process, the repurposed workstation program, and the intern program.
  • Participate and contribute in group meetings, technical discussions, and process reviews.
Additional Responsibilities as Needed, at Level 1:
  • Providing A/V support, including checking equipment, setting up meetings, and training users in the use of A/V and video conferencing systems.
  • Promote and educate users regarding available IT services, including computing, storage, data protection, and technical consulting.
  • Providing end-user training for supported technologies
  • Review developing technology trends, and evaluate and provide recommendations on new equipment and applications.
What is Required:
  • Typically requires no previous professional experience. Enrollment in or completion of a Computer Science or IT related degree or certification program preferred.
  • Valid California Driver's license.
  • Ability to follow standard practices and procedures.
  • Ability to utilize a ticketing system.
  • Ability to troubleshoot and solve problems of limited scope.
  • Excellent oral and written communication skills with an emphasis on customer service.
  • Demonstrate the ability to work effectively as part of a cross-disciplinary team.
In addition to above, at Level 1:
  • Bachelor's Degree or equivalent experience and a minimum of two years' experience in a professional IT environment.
  • Experience managing and troubleshooting operating systems including Windows, Mac OS, Chrome OS, iOS, and Android.
  • Experience managing and troubleshooting workstation and mobile systems, printers, and related
  • peripherals and equipment.
  • Demonstrates customer service while providing technical support.
  • Experience performing Windows, Mac, and Linux sysadmin duties.
  • Organization and time management skills.
  • Interpersonal and written communication skills with a demonstrated ability to clearly convey technical information through documentation.
  • Strong knowledge of cyber security principles and practices.
  • Working knowledge and troubleshooting experience of remote access tools (VPN, SSH, VNC, RDP).
  • Working knowledge and troubleshooting experience with TCP/IP networking protocols (wired and wireless) and other equipment standards such as USB, SATA, RAID, PCIe.
  • Familiarity with system maintenance and management tools, including disk management, BIOS, RAID tools.
  • Working knowledge of Microsoft Active Directory, including Group Policy Objects, organizational hierarchies, security and authentication, and account management.
  • Knowledge and troubleshooting experience with MS Office, Google Apps, or other productivity suites.
Desired Qualifications at Level 1:
  • Experience developing requirements analysis.
  • Experience creating or using scripts for automation of routine administrative functions.
  • Experience with system configuration, deployment and endpoint management tools, such as SCCM, BigFix, MDT, JAMF.
  • Experience in software or web site development.
  • Previous experience supporting users in a research environment.
  • Knowledge of one or more of High-Performance Computing, Virtualization, storage infrastructure, and data management.
  • One or more technical certifications, such as CompTIA A+, Microsoft MCSE, Dell or Apple technician, and Cisco CCNA, 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.
  • If hired at a level DD1.0: This position is expected to pay $29.93 - $37.42 hourly, which fits within the full range of $29.93 - $50.51 hourly. The hourly rate for this position will be commensurate with the final candidate's qualification and experience, including skills, knowledge, relevant education, certifications, and aligned with the internal peer group.
  • If hired at a level DD1.1: This position is expected to pay $38.69 - $47.28 hourly, which fits within the full range of $35.21 - $59.41 hourly. The hourly rate for this position will be commensurate with the final candidate's qualification and experience, including skills, knowledge, relevant education, certifications, and aligned with the internal peer group.
  • 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 16 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.

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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