Help Desk Specialist I - (US-CA-Berkeley - 94720)

Minimum Education: None
Job Type: Full Time
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Responsibilities: User SupportBe part of something great!The Information Technology User Support Department Help Desk Department is looking for a Help Desk Specialist I to provide assistance to employees at by phone and/or the use of remote desktop management software. In addition, this position will process requests for help that come in through electronic mail, web or phone. Use CRM/workflow software (Remedy) to manage help requests. Provide initial analysis, solve a significant majority of the problems that come in and refer the balance to Tier II support groupsSpecifically you will:Assess and resolve user problems involving multiple platforms and architectures.Provide basic troubleshooting for a variety of Windows desktop operating systems and desktop software products, with a specialty in Mac OSX.Support our core infrastructure software (electronic mail, calendar, and network file and print services).Provide account management for Windows, and LDAP based directory services.Understand the role of LBNL Tier II groups, what each group can provide and the expectations that each has for first touch ticket resolution.Participate in Process Improvement Teams and research problem tickets.Participate in team meetings and peer group technical data exchanges.Contribute to the development and maintenance of a knowledge base for lab specific problems and procedures.Requirements: :Up to three years experience supporting users of standard desktop operating systems including Windows XP, Vista, and Mac OS X.Expert knowledge and experience with Mac OSX.Knowledge of Windows Active Directory.Knowledge and experience with Microsoft printing.Knowledge of TCP/IP network troubleshooting.Experience in configuring, implementing, and troubleshooting electronic mail and calendaring applications (including Thunderbird electronic mail clients and Oracle Calendar). Fluency with office productivity desktop applications (spreadsheets, databases, graphics, word processing, email, electronic calendaring, web browsers).Familiarity with third party workstation software products that perform utility services, database development, file management, and security functions such as virus detection and elimination.Strong written and interpersonal communication skills.Familiarity with remote access hardware and protocols (Wireless, DSL, PPP, VPN, SSH, RDP).Demonstrated ability to convey technical information through well-written and concise documentation and via phone conversations.Previous experience in a research environment or a customer service delivery organization. Previous experience in a high volume Help Desk environment and trouble ticket systems such as RemedyMarginal:Certification as one or more of the following: MCSE or C. Experience with Linux systems. Experience with IM/Chat, wiki?s, Drupal, and other open source products. Bachelor's or advanced degree in computer science.NOTES:This is a one-year term appointment, with the possibility of renewal and with the possibility of conversion to career based upon satisfactory job performance, continuing availability of funds, and ongoing operational needs.Equal Employment OpportunityBerkeley Lab is an affirmative action/equal opportunity employer committed to the development of a diverse workforce.23676

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