User Support Specialist

Requisition Id15226

Overview:

We are hiring a Windows User Support Specialist to focus on Level 1 and Level 2 desktop support and Windows systems administration! This position is in the Support Services & Isolated Environments Group in the Research Computing Services Division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

As a U.S. Department of Energy (DOE) Office of Science national laboratory, ORNL has an extraordinary 80-year history of solving the nation's biggest problems. We have a dedicated and creative staff of over 6,700 people! Our vision for diversity, equity, inclusion, and accessibility (DEIA) is to cultivate an environment and practices that foster diversity in ideas and in the people across the organization, as well as to ensure ORNL is recognized as a workplace of choice. These elements are essential for enabling the execution of ORNL's broader mission to accelerate scientific discoveries and their translation into energy, environment, and security solutions for the nation.

Major Duties/Responsibilities:

• Provide Tier 1 and Tier 2 Desktop Support paired with basic Windows Systems Administration.
• Provide video conferencing support.
• Install, configure, and maintain Windows desktop systems both thin and thick clients, Storage, and familiarity with VMWare thin client deployments.
• Ensure the secure and effective operation of computing systems through compliance with ORNL classified procedures, IT Internal Operating Procedures, and Cyber Security best techniques.
• Work with other technicians to resolve hardware and software issues.
• Monitor system performance.
• Install and configure software, both commercial packages and various specialty packages.
• Maintain documentation/notes on software and hardware builds and installs.
• Deliver ORNL's mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace - in how we treat one another, work together, and measure success.

Basic Qualifications:

• A BS in computer science, information technology, information systems, business, or a related field of study and five (5) to seven (7) years of a proven ability is required for consideration. An overall combination of equivalent experience may be considered.
• Active DOE Q, active DOD Top Secret, or active DOD TS/SCI clearance is required for consideration.
• Experience with Helpdesk ticketing systems and metrics tracking.
• Experience with various Windows Operating Systems.
• Experience managing a virtualized environment including tuning and maintenance.
• General experience with the Windows Server Platform.
• Basic understanding of network communication and proven troubleshooting techniques.
• Excellent interpersonal skills suitable for user support and ability to work well with peers.

Preferred Qualifications:

• VM installation/configuration/management experience.

• Strength in documenting work, policies, and procedures.

• Solid understanding of multiple current operating systems.

• Demonstrated ability to perform job tasks while considering cyber security risk of those tasks and collaborating with security professionals when necessary.

• Ability to work in both a group and alone on various projects.

Special Requirements:

• Visa sponsorship is not available for this position.

• This position requires the ability to obtain and maintain clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.
  
  

Security, Credentialing, and Eligibility Requirements

For employment at Oak Ridge National Laboratory (ORNL), a Real ID compliant form of identification will be required. Additionally, ORNL is subject to Department of Energy (DOE) access restrictions. All employees must also be able to obtain and maintain a federal Personal Identity Verification (PIV) card as mandated by Homeland Security Presidential Directive 12 (HSPD-12) and Department of Energy (DOE) Order 473.1A, which requires a favorable post-employment background investigation.

To obtain this credential, new employees must successfully complete and pass a Federal Tier 1 background check investigation. This investigation includes a declaration of illegal drug activities, including use, supply, possession, or manufacture within the last year. This includes marijuana and cannabis derivatives, which are still considered illegal under federal law, regardless of state laws.

For foreign national candidates:

If you have not resided in the U.S. for three consecutive years, you are not eligible for the PIV credential and instead will need to obtain a favorable Local Site Specific Only (LSSO) risk determination to maintain employment. Once you meet the three-year residency requirement, you will be required to obtain a PIV credential to maintain employment.

About ORNL:

As a U.S. Department of Energy (DOE) Office of Science national laboratory, ORNL has an impressive 80-year legacy of addressing the nation's most pressing challenges. Our team is made up of over 7,000 dedicated and innovative individuals! Our goal is to create an environment where a variety of perspectives and backgrounds are valued, ensuring ORNL is known as a top choice for employment. These principles are essential for supporting our broader mission to drive scientific breakthroughs and translate them into solutions for energy, environmental, and security challenges facing the nation.

ORNL offers competitive pay and benefits programs to attract and retain individuals who demonstrate exceptional work behaviors. The laboratory provides a range of employee benefits, including medical and retirement plans and flexible work hours, to support the well-being of you and your family.

Employee amenities such as on-site fitness, banking, and cafeteria facilities are also available for added convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

If you have difficulty using the online application system or need an accommodation to apply due to a disability, please email: ORNLRecruiting@ornl.gov.

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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.