Desktop Systems Specialist 1

Lawrence Berkeley National Lab’s (LBNL) Information Technology Division has an opening for a Desktop Systems Specialist 1 to join the team.

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. The Technician will assume responsibility for ensuring successful outcomes for any and all assigned work.

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 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.
• Accurately and consistently record all work in ticketing and timecard systems.
• 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:

• 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:

• Bachelor’s Degree or equivalent experience and a minimum of one year 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.
• Valid California Driver’s license.
• 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:

• 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.
• 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 performed on-site. The primary location for this role is Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA.

The Desktop Systems Specialist 1 position is expected to pay $37.71 - $41.90 per hour, which fits within the full hourly range of $33.51 - $56.55 for the DD1.1 - Desktop Systems Specialist 1 position. The hourly rate for this position will commensurate with the final candidate’s qualification and experience, including skills, knowledge, relevant education, certifications, plus also aligned with the internal peer group.

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 that vaccination requirements have been met 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.