IT Client Support Technician II

Founded a decade before NASA, the Laboratory for Atmospheric and Space Physics (LASP) at the University of Colorado Boulder is revolutionizing human understanding of the cosmos. LASP is deeply committed to inspiring and educating the next generation of space explorers. From enabling the first exploratory rocket measurements of Earth’s upper atmosphere to trailblazing observations of every planet in the solar system, LASP is at the forefront of solar, planetary and space physics research, space-weather monitoring, and the search for evidence of habitable worlds.

LASP advances scientific discovery and inspires the next generation through research, innovation, and education in space sciences. We employ over 700 scientists, engineers, support personnel, and students that work closely to cultivate creative ideas and explore novel solutions to make the impossible possible.

LASP is dedicated to building and maintaining a unique synergism of expertise in space science, engineering, and spacecraft operations. Through research projects, LASP participates actively in the training of the future leaders of space research and helps the University of Colorado to educate students with valued technical and scientific skills. Development and use of innovative technologies and continuing participation in new research initiatives ensures a strong leadership role for LASP into the future. LASP is proud of our work environment that supports employee creativity and productivity and offers opportunities for a broad range of experiences. Further information about LASP can be found here: https://lasp.colorado.edu/home/.

• Configuration, Support, and Maintenance: Configure, support, and conduct routine maintenance on desktop and laptop workstations, ensuring all systems operate smoothly and efficiently.
• Software Deployment: Deploy Windows, Mac, and Linux operating systems and software packages, ensuring compatibility and functionality across platforms.
• System Event Coordination: Coordinate system events, including updates, outages, and configuration changes, with end users to minimize disruptions.
• User Account Management: Promptly create/disable user accounts based on HR notices, following established processes.
• Technical Support: Provide direct support services to end users, addressing technical problems related to system performance, configuration, restoration, applications, and software tools.
• Service and Incident Ticket Processing: Process prioritized incident and service tickets to ensure timely resolution or appropriate escalation, optimizing customer satisfaction and minimizing disruptions.
• Security and Policy Management: Manage security/distribution groups and computer objects within Active Directory, while balancing security and user access requirements.
• Documentation and Inventory Management: Document operational procedures and IT usage guidelines to improve efficiency. Maintain hardware inventory records, and take prompt action to track and retain deployed computing hardware.
• Customer Education: Provide customer education on best practices for computer use and security, helping users to optimize their use of technology and maintain system security.

• The majority of this role requires work to be performed in-office and may occasionally require extended hours and/or the ability to provide support outside of normal office hours.
• Due to requirements to access export-controlled data and information, only U.S. citizens, lawful permanent residents, or other protected individuals may apply.

$66,980.41 - $87,122.77 annual.

• Bachelor’s Degree in MIS, Computer Science, or related field.
• Minimum 2 years of experience in a Helpdesk role.
• Excellent customer service skills and the ability to build trusted relationships with customers.
• Experience in administration of both Microsoft Windows 11/10 and MacOS.
• Strong working knowledge of Microsoft Office applications and desktop computer hardware.

• Excellent customer service skills and the ability to build trusted relationships with customers.
• Experience managing multiple tasks and projects with frequent interruptions.
• All work performed is within a complex, multi-platform, multi-OS environment.
• Ability to lift 50 pounds.

• Familiarity with Powershell, sh/bash/tcsh, Python.
• MCM/JAMF administration.
• Experience in administration of Linux (Centos/Fedora/RedHat/SUSE core).
• Knowledge of TCP/IP networking concepts.
• Familiarity with automated software deployment methods.

• Resume/CV
• Cover Letter