IT Support Technician

Tasks and Delivery

• Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
• Responsible for providing technical support for usage of macOS and Windows OS computers.
• Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
• Responsible for providing access to projects, groups, mailing lists, and Slack.
• Responsible for debugging issues with multi-factor authentication setup.
• Responsible for Improving existing helpdesk service processes where applicable.
• Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
• Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
• Responsible for onboarding new users at the facility/directorate.
• Responsible for assisting with user communication as appropriate.
• Responsible for updating and tracking customer-reported issues from submission to resolution.
• Responsible for the fulfillment of IT service catalog requests from customers.

Required Knowledge, Skills, and Abilities

• 2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
• Bachelor's degree in Computer Science, Information Technology, or related field
• Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
• Strong verbal and written communication skills
• Strong testing and troubleshooting skills to identify process bottlenecks
• Self-starter and a team player
• Hands-on knowledge using ticketing software (eg. ServiceNow)
• Some experience working in UNIX/Linux environments
• Some working knowledge of shell scripting or other coding experience

Work Location

The work must be performed on site at Argonne National Laboratory, located 9700 South Cass Avenue, Lemont, Illinois 60439

Work Schedule

• The contractor is expected to work a standard 40-hour week, 8 hours daily.
• Laboratory work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding Laboratory holidays.

Period of Performance

6 months after the Work Order is awarded. Option to renew in 6-month increments.

Benefits Package included with following benefits–

• UPTO 10* National Holidays Observed by the Client
• Upto 2* weeks (10* Business Days) of PTO
• Upto 1* week of Sick time (5 days)
• $5/hr towards Health and Welfare Stipend (for each hour worked)
• 401k (upon eligibility)
• Short Term Disability, Long Term Disability and Life Insurance (upon eligibility)

Gross Salary - **